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Workforce Planning in a Contact Centre

What is workforce planning in a contact centre?

Workforce planning in a contact centre involves a multifaceted approach to managing staffing and resources to ensure that customer service operates efficiently and effectively. This process encompasses several key components:

Forecasting Workloads

Workforce planners carefully analyse historical data and take various factors into account to predict future workloads or contact volumes. This includes studying past call patterns, identifying seasonal trends, assessing the impact of marketing initiatives, and other variables that may influence customer interaction levels.

Scheduling Agents

Once the anticipated workloads are forecasted, workforce planners meticulously craft agent schedules to meet these demands. They determine the number of agents needed during specific times, days, or seasons, taking into consideration factors like break times, holidays, and agent shift preferences.

Agent Skills and Training

Planners consider the skills and competencies required to handle different types of customer interactions. They ensure that agents are adequately trained to meet these requirements, which may include technical training, in-depth product knowledge, or soft skills such as effective communication and problem-solving.

Performance Metrics

Key performance indicators (KPIs) are essential tools to evaluate agent productivity and customer satisfaction. These metrics guide decision-making and help optimise staffing levels and schedules to meet performance goals.

Adherence and Compliance

Vigilant monitoring of agent adherence to schedules and compliance with contact centre policies are a critical part of workforce planning. This ensures that agents are available when needed and that they consistently follow operational guidelines and best practices.


Effective planning allows for flexibility to adapt to unforeseen changes in customer demand. This might involve having contingency plans for sudden spikes in inquiries, cross-training agents to handle multiple tasks, or implementing overtime as needed to manage fluctuations in workloads.

Technology and Tools

Workforce planning often relies on specialised software and tools designed to enhance the planning process. These technologies can automate various aspects, such as generating schedules, optimising staffing, and tracking performance.

Continuous Improvement

Workforce planning is an iterative process. Planners regularly review and adjust strategies to respond to changes in customer demand, agent performance, or shifts in business goals. 

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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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