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Call Center Staffing: The Complete, Practical Guide to Workforce Management [Paperback]

Penny Reynolds (Author)
4.8 out of 5 stars  See all reviews (6 customer reviews) |
Price: $39.95 & this item ships for FREE with Super Saver Shipping. Details
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Book Description

Publication Date: August 2003
Call Center Staffing - The Complete, Practical Guide to Call Center Management takes the reader through the step-by-step process of forecasting workload, calculating staff, creating schedules, tracking daily performance, and managing by the numbers in a call center. Topics include:

Overview of call center staffing issues
Data gathering and analysis
Forecasting workload
Calculating staff requirements
Creating staff schedules
Skill-based routing and scheduling
Managing intr-day staffing and service
Calculating trunk/network requirements
Staffing for multi-media contacts
Automating workforce management
Call Center staffing alternatives
Workforce management roles and responsibilities

The book is designed to be a how-to guide to enable today's call center professional to master the art and science of call center staffing.

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Call Center Staffing: The Complete, Practical Guide to Workforce Management + Call Center Management on Fast Forward: Succeeding in Today's Dynamic Customer Contact Environment (Updated and Expanded Edition) + Call Centers For Dummies
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  • Call Center Management on Fast Forward: Succeeding in Today's Dynamic Customer Contact Environment (Updated and Expanded Edition) by Brad Cleveland Paperback $26.10

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Editorial Reviews

About the Author

Penny Reynolds is a Founding Partner of The Call Center School and is a widely recognized authority in the area of call center workforce planning and management. As an active consultant and senior faculty member with The Call Center School, she instructs hundreds of call center professionals each year in the art of workforce management, and works with dozens of companies to make the most of their valuable personnel resources. Penny writes frequently for industry publications and is a popular speeaker on a wide variety of call center operations and management topics.

Product Details

  • Paperback: 197 pages
  • Publisher: The Call Center School Press (August 2003)
  • ISBN-10: 0974417904
  • ISBN-13: 978-0974417905
  • Product Dimensions: 8.9 x 6 x 0.5 inches
  • Shipping Weight: 12 ounces (View shipping rates and policies)
  • Average Customer Review: 4.8 out of 5 stars  See all reviews (6 customer reviews)
  • Amazon Best Sellers Rank: #471,873 in Books (See Top 100 in Books)

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› Visit Amazon's Penny Reynolds Page
Penny Reynolds
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Customer Reviews

6 Reviews
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2 of 3 people found the following review helpful:
5.0 out of 5 stars Excellent resource for call centers!, January 23, 2008
This review is from: Call Center Staffing: The Complete, Practical Guide to Workforce Management (Paperback)
This book is the most comprehensive in call center workforce management and staffing of all the ones I've reviewed on this topic. It was written by call center professionals who have "lived through it" and understand the operations and technology in today's call center business. A must-read for workforce management, supervisors and managers in a call center.
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4.0 out of 5 stars Call Centre Staffing, February 22, 2012
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This review is from: Call Center Staffing: The Complete, Practical Guide to Workforce Management (Paperback)
I really found this book especially useful when used in conjunction with the Online 11 module course. I am an absolute beginner and once I received this book everything made more sense. I am still reading this book and so have not yet finished it but I have used every page of this book so far in my research as a new Workforce Manager. It is detailed but basic and gives you very simplistic examples to follow. It is as it says it is a 'practical guide' It will be my handbook/reference book I will keep on my desk at all times.
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5.0 out of 5 stars This really helped, February 6, 2012
This review is from: Call Center Staffing: The Complete, Practical Guide to Workforce Management (Paperback)
In our call center, we receive high volume inbound calls. We always had this challenge of scheduling right number of FTEs to work to handle the call volume. We were having issues when we were not able to meet the Service Level Requirements.

We purchased this book and this made our job way easier. We were only able to forecast the call volume but were able to schedule right number of heads on shift each day. This helped us in lowering down our overhead cost per head that we were paying by some time schedule extra heads as we were not sure initially. Also, we are now able to take the shrinkage factor into account hence again no extra over cost.

We are now able to meet our SL of 80/30. This has indeed added value to our daily operations. I highly recommend this book if you really want to know how many FTEs are required to handle X number of calls in every 30 minutes interval.
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Front Cover | Table of Contents | First Pages | Back Cover | Surprise Me!
Search Inside This Book:
Inside This Book (learn more)
First Sentence:
The objective of this chapter is to provide an introduction to call center operations and the role workforce management plays in running a typical call center. Read the first page
Key Phrases - Statistically Improbable Phrases (SIPs): (learn more)
calculating staff requirements, agent occupancy, workforce management process, average handle time, point estimation approach, call workload, data aberrations, call center staffing, staffing scenario, forecasting workload, workforce planner, most call centers, delayed calls, staff workload, abandoned calls, call volume, forecasting process, call center operation, averaging approaches, answer goals, trend rate, random arrival
Key Phrases - Capitalized Phrases (CAPs): (learn more)
Extended Erlang, Hour Handle Time Workload, Labor Day, Delayed Portion Delay of Delayed Calls, Forecast Staff Actual Calls Actual, Intra-Day Statistics, Potential Revenue
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