Online Templates for Call Or Contact Centre Workforce Planner

Call Or Contact Centre Workforce Planner Templates

Are you in the Call Or Contact Centre Workforce Planner role and looking for Customer Service template examples to download? Whether you’re looking for Google Docs templates, Word templates, Notion templates, Airtable templates or even spreadsheet templates for Customer Service, you’re in the right place. We build powerful online templates for Call Or Contact Centre Workforce Planners like you so you can save time and money each day. If you’re looking for one of the below templates or would like to discuss having a custom set of sample Customer Service templates created, get in touch to discuss.

Call Or Contact Centre Workforce Planner Template Examples

Template Name: Monthly Staffing Schedule
Description: This template is used to plan and schedule the staffing requirements for the call or contact centre on a monthly basis. It helps in determining the number of agents needed for each shift, taking into account call volume forecasts, service level targets, and agent availability.
How the Template is Used: The Monthly Staffing Schedule template is used to allocate agents to specific shifts and ensure adequate coverage throughout the month. It considers factors such as peak call times, agent preferences, and any planned time off. The template also allows for adjustments based on real-time call volume data and unexpected events.
Basic Layout: The template typically includes a calendar view for the month, divided into days and shifts. It lists the required number of agents for each shift and allows for the assignment of agents to specific shifts. It may also include columns for agent availability, time off requests, and any special notes or instructions.

Template Name: Call Volume Forecast
Description: This template is used to predict the expected call volume for each day or shift in the month. It helps in estimating the workload and determining the number of agents needed to handle the anticipated call volume.
How the Template is Used: The Call Volume Forecast template is used to analyze historical call data, trends, and any known factors that may impact call volume (e.g., marketing campaigns, holidays). It helps in creating a forecast that can guide staffing decisions and resource allocation.
Basic Layout: The template typically includes a table or graph displaying the expected call volume for each day or shift in the month. It may also include columns for the date, time period, and any relevant notes or assumptions used in the forecasting process.

Template Name: Agent Availability Tracker
Description: This template is used to track the availability of agents for each shift in the month. It helps in ensuring that there are enough agents scheduled to meet the call volume and service level targets.
How the Template is Used: The Agent Availability Tracker template is used to record the availability of each agent for each shift. It allows workforce planners to identify any gaps in coverage and make adjustments accordingly. The template also helps in managing agent preferences, time off requests, and any other scheduling constraints.
Basic Layout: The template typically includes a table or grid with rows representing agents and columns representing shifts or days. It allows for the input of agent availability status (e.g., available, unavailable, preferred shift) for each shift or day.

Template Name: Shift Roster
Description: This template is used to create a detailed roster of agents for each shift in the month. It helps in assigning agents to specific shifts and ensuring a balanced workload distribution.
How the Template is Used: The Shift Roster template is used to allocate agents to shifts based on their availability, skills, and any other relevant factors. It helps in creating a fair and efficient schedule that meets the call volume and service level requirements.
Basic Layout: The template typically includes a table or grid with rows representing agents and columns representing shifts or days. It allows for the assignment of agents to specific shifts, taking into account their availability and any other scheduling constraints. The template may also include columns for agent skills or qualifications.

Template Name: Service Level Tracker
Description: This template is used to track and monitor the service level performance of the call or contact centre on a daily or monthly basis. It helps in measuring the effectiveness of the workforce planning and scheduling efforts.
How the Template is Used: The Service Level Tracker template is used to record the actual service level achieved for each day or shift, comparing it to the target service level. It allows workforce planners to identify any gaps or areas for improvement and take appropriate actions.
Basic Layout: The template typically includes a table or graph displaying the actual service level achieved for each day or shift, along with the target service level. It may also include columns for the date, time period, and any relevant notes or explanations for service level variations.

Template Name: Performance Dashboard
Description: This template is used to provide a comprehensive overview of the call or contact centre’s performance metrics on a monthly basis. It helps in monitoring key performance indicators (KPIs) and identifying areas of improvement.
How the Template is Used: The Performance Dashboard template is used to compile and visualize various performance metrics, such as average handle time, call abandonment rate, and customer satisfaction scores. It allows workforce planners and management to assess the overall performance and make data-driven decisions.
Basic Layout: The template typically includes a dashboard-style layout with charts, graphs, and tables displaying the performance metrics for the month. It may also include comparisons to previous months or targets, as well as any relevant commentary or analysis