Call center training schedule – how to fit into your workforce planning?

There is never enough time in a day, right? Call center managers know that, they also know that training of call center agents is important, but when? In the morning, or later in the shift or in between? Planning and scheduling training can be a challenge. You need enough time for an effective training, while also trying to maximize available resources for taking calls. Here are some ideas and tips on how to plan and schedule trainings as part of the overall call forecasting, staffing and workforce planning process:

  • Be ready for adhoc training sessions: Have training plans and material ready for times with lower call volumes than expected. This time can then be used in a more productive way through an adhoc training. This works especially well for non-critical and non-time sensitive trainings.
  • Include training into schedule: Critical training sessions should be included into the overall scheduling process, just like any other call and non-call related activities. You can read more about how to schedule all activities in this post.
  • Find “time pockets” in schedule: Overlapping shifts and the combination of part and full-time workers often result in “time-pockets” of over-staffing throughout the day. Again, these time-pockets can be used to schedule short training sessions.
  • Interactive online trainings: Certain types of call center training plans can be delivered as interactive or video sessions that individual agents can use whenever there is time, right from their seat.

Every call center has different training needs and operational characteristics, the above list provides just a few ideas on how to better fit training sessions into your call center operation. However, the main idea is to consider training as a important activity that should be included into your call center staffing and scheduling process.