Course Structure and Pricing
Students purchase an individual 30-day license and may proceed through the lessons in each course at their own pace. Each learning course or module is made up of three content lessons. Each lesson contains how-to content along with quizzes to test knowledge acquired along the way.
Modules WF02 – WF06 make up the core Workforce Management curriculum for those students wishing to test for Mastery Certification from The Call Center School.
The cost for each 3-lesson course is $150. Discounts apply for multi-course purchases, with the per course price dropping to $120 each for 5-9 courses and $100 each for 10 or more courses. The cost for the 5-course basic curriculum (Courses 2-6) is $600 per single user license; the entire 10-course curriculum would be $1,000.
Expert Instruction
All the courses in the workforce management e-learning curriculum are led by The Call Center School’s founding partners, Maggie Klenke and Penny Reynolds. Klenke and Reynolds are recognized as industry experts in the topic of workforce management, having authored numerous articles and books on the topic, including Call Center Staffing: The Complete, Practical Guide to Workforce Management.
Certification Content
Upon completion of the five core courses in the curriculum, students may test for certification from The Call Center School. Successful completion of the five courses along with a minimum 80% score on the mastery exam earns Masters Certification in Workforce Management. In addition, the workforce management e-learning curriculum is an excellent self-study option for those individuals preparing to take the Society of Workforce Planning Professionals (www.swpp.org) industry certification exam in the area of workforce planning and management. Each lesson contains quizzes and activities to test knowledge acquisition and application in the call center environment.
The 10-course curriculum is made up of the following lessons:
WF01: Introduction to Workforce Management
Lesson A: Defining the Challenges of Workforce Management
Lesson B: Fundamental Steps of Workforce Management
Lesson C: WFM Roles and Responsibilities
WF02: Data Gathering and Analysis
Lesson A: Sources of WFM Planning Data
Lesson B: Data Validation and Adjustments
Lesson C: Incorporating Business Drivers
WF03: Forecasting Fundamentals
Lesson A: Forecasting Approaches
Lesson B: Developing a Monthly Forecast
Lesson C: Developing Daily and Hourly Forecasts
WF04: Calculating Staffing Requirements
Lesson A: Defining Service Goals
Lesson B: Calculating Contact Center Resources
Lesson C: Analyzing Staffing Tradeoffs
WF05: Scheduling Principles and Problems
Lesson A: Scheduling Calculations and Challenges
Lesson B: Scheduling Definitions and Decisions
Lesson C: Scheduling Best Practices
WF06: Managing Daily Service
Lesson A: The Intra-Day Tracking Process
Lesson B: Defining Reaction Strategies
Lesson C: Managing Schedule Exceptions
WF07: Attendance and Adherence
Lesson A: Defining and Quantifying Adherence
Lesson B: Communicating the Power of One
Lesson C: Shaping Adherence Behaviors
WF08: Advanced Forecasting Techniques
Lesson A: Measuring Forecast Accuracy
Lesson B: Advanced Forecasting Techniques
Lesson C: Applying Correlation Coefficients
WF09: Advanced Scheduling Techniques
Lesson A: Skill-Based Scheduling
Lesson B: Schedule Assignment Options
Lesson C: Scheduling with Limited Resources
WF10: Skill-Based Routing Complexities
Lesson A: Benefits and Challenges of SBR
Lesson B: The SBR Design Process
Lesson C: Priority Routing in SBR
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About The Call Center School
The Call Center School provides a wide range of education and training services for call center professionals. The Tennessee-based company has training programs for all levels of call center personnel, including frontline staff, supervisors, managers, directors, workforce planners and quality specialists. Programs are delivered as either traditional classroom training, live instructor-led seminars over the web, or as self-paced e-learning programs. TCCS also specializes in customizing educational programs to fit the specific needs of any organization. For more information, visit the TCCS web site at www.thecallcenterschool.com or call 615-812-8400.
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