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Call Centre Workforce Planning

What is call centre workforce planning?

Call centre workforce planning is a strategic process to ensure call centres have the right number of agents with the appropriate skills available to handle customer interactions efficiently and effectively. 

Workforce planning involves forecasting call volumes, scheduling agents, and optimising staffing levels to meet service level targets and customer service goals. It revolves around the careful management of human resources to ensure that the right number of agents with the necessary skills are available to handle customer interactions proficiently. This process encompasses several key elements.

Workforce Planning begins with forecasting call volumes, drawing on historical data and external factors to predict future demand accurately. Once call volumes are projected, the next step involves agent scheduling, where shifts, breaks, and days off are assigned to agents to match the anticipated call patterns.

Efficient resource allocation ensures that resources, including agent time and skills, are utilised effectively, minimising idle time and maximising productivity. By aligning staffing levels with forecasted call volumes, call centres can consistently meet or exceed service level targets, providing customers with minimal wait times. 

Cost savings are another valuable outcome of Workforce Planning, achieved through optimised staffing, reduced idle time, and prevention of overtime and overstaffing. 


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How Opus' contact centre consultants can assist you

Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to contact centre design, deployment and ongoing support. Often, a combination of two or more contact centre partners are used to deliver specific business outcomes delivering added value to our clients but also solutions fit for your organisations specific needs.

Our specialist contact centre services include but are not limited to:

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