Workforce Management Flashcards
6 cards from real Call Center Solutions practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 6 Workforce Management flashcards as text
What is 'headcount planning' in a call center?
Answer: The process of determining how many agents to hire to meet forecast volume at target service levels
Headcount planning translates long-term call volume forecasts into hiring needs, accounting for attrition, shrinkage, and growth to ensure adequate staffing levels.
What is the 'Erlang A formula' used for?
Answer: A more advanced staffing model than Erlang C that accounts for callers who abandon the queue while waiting
Erlang A improves on the basic Erlang C model by incorporating caller patience (abandonment), producing more accurate staffing recommendations for centers with significant hold times.
What is 'flexible scheduling' in call center workforce management?
Answer: Offering agents non-traditional shift options (split shifts, part-time, four-day weeks) to better match staffing to variable demand
Flexible scheduling uses a variety of shift patterns to match coverage closely to forecasted call volume curves, reducing both understaffing at peaks and overstaffing in off-peak hours.
What role does 'seasonality' play in call center workforce planning?
Answer: It describes predictable fluctuations in call volume tied to holidays, seasonal products, or recurring events that must be factored into forecasts
Seasonality patterns (e.g., retail spikes at Christmas, tax season for financial services) must be built into forecasts and hiring plans to avoid service level failures during known peak periods.
What is 'agent self-scheduling' in modern WFM systems?
Answer: A feature allowing agents to select available shift slots or trade shifts with colleagues within approved parameters
Agent self-scheduling tools let agents view available shifts, bid for preferred times, and swap shifts with colleagues — improving satisfaction while keeping within WFM coverage constraints.
What is 'capacity planning' as distinct from day-to-day workforce scheduling?
Answer: Long-term planning for the total resources (people, technology, space) needed to handle future contact volumes
Capacity planning looks months to years ahead to ensure the organization has the infrastructure, staffing, and technology to handle projected future contact volumes.