Como Criar uma Escala 6x1 de TELEMARKETING e CALL CENTER

Learn to create efficient and compliant work schedules for your telemarketing or call center team with this comprehensive course! This training focuses on building a robust 6x1 work schedule and implementing effective break schedules using Google Sheets, all while adhering to Brazilian labor laws NR-17 and CLT.

This course is designed for planning analysts, control desk analysts, information analysts, managers, supervisors, team leaders, and support staff within call centers and telemarketing environments.

Over 7 video lessons, you'll master the processes for creating cohesive and consistent schedules that maximize productivity and ensure compliance.

Here's a breakdown of what you'll learn:

• Introduction: Understand the course objectives and what you'll achieve.
• Creating a Pre-Schedule: Learn the foundational steps for schedule planning.
• NR-17 & Applications: A deep dive into the NR-17 regulations and how they apply to scheduling.
• Schedule Creation - Part 1: Building the initial schedule framework.
• Schedule Creation - Part 2: Calculating total scheduled hours and break percentages.
• Schedule Creation - Part 3: Managing average working days and vacation time.
• NR-17 Validation: Ensuring compliance with the 7-day consecutive work limit.
• Break Schedule & Final Considerations: Implementing effective break schedules and key takeaways.

Important Note: This course focuses on optimizing agent scheduling within legal constraints. It does not cover forecasting or FTE (Full-Time Equivalent) x Volume sizing. Instead, it provides practical methods for dimensioning agent schedules effectively while respecting NR-17 and CLT regulations.

You'll receive downloadable resources and learn to utilize free tools to avoid expensive software costs.

Bonus: Course participants receive a discount on our Power BI courses, including dashboards for CX Productivity, NPS, CSAT, and Micro-Management of CX.