Call Center Training - Call Center Learning Solutions, training the voice of your business with on-site courses, online courses,web seminars, and e-learning call simulations.

You've forecasted, determined base staff, put together schedules and still you can't seem to reach service level consistently. Call center agent absenteeism and poor adherence to schedule are often the culprits that keep customers holding despite solid planning processes. Attend this series and develop a more effective way of keeping agents available.

In Part 1, Absenteeism Tips and Techniques, you'll uncover:

Attendance policies that have worked for your peers
Options for vacation bidding
How to account for absenteeism in staffing and scheduling
Approaches to reducing sick leave and unplanned absences
Incentive programs that encourage attendance
How to create a "want to come to work" culture

Join us for this idea-packed session that brings you tried-and-true solutions to the common problem of absenteeism. This seminar will help you develop policies and procedures that will work to accommodate agents' needs while ensuring your service level targets are met.

Seminar Outline

Introduction
Absenteeism

Common causes of absenteeism
Reasons and effects of burnout
Steps to improve absenteeism
Attendance policies and programs that work for your peers

Adherence to schedule

Common causes of poor adherence
Important prerequisites
Agent education on adherence principles
Creative ways to schedule nonphone activities to maximize time on the phones
Setting realistic goals and expectations

Conclusion and references

Value added materials

Printable Slide Presentation
“No More Empty Seats”
“Keeping Absenteeism to a Minimum in the Call Center”
"High Absenteeism? Treat the Illness,Not the Symptoms"

Who should attend?

Managers, workforce analysts, supervisors, and team leaders who are responsible for staffing and scheduling in the call center. The material in this seminar is at a basic to intermediate level.

Pricing

Pricing is per computer connection, not per person. Many companies attend these sessions in conference rooms to allow as many participants as possible to attend at the same low price.

Use this page to register for Part 1 only of this series. Register for Part 2 individually.

Date:	Price:
Live Seminar Recording	$299.00

Testimonials:

“The seminar did a good job of taking an abstract, uncomfortable, and overwhelming topic and breaking it down to logical, and useable steps for action.”

David Thornton, Director, Customer Management Center, Teletech

"The information regarding absenteeism was very informative. Everything about the seminar [was] great. Enjoyed all of the information and hearing others as well."

Kevin Mitchell, IT Manager, Michigan Department of Information Technology