Workforce Management in a Call Center

Workforce Management in a Call Center


Workforce Management (WFM) provides excellent oversight management, easy timekeeping for payroll, automatic scheduling for projected call volume, an analytic source for cost analysis, and simple employee access to self-service. If your call center does not use WFM, your administrative staff is working too hard, and the cost of running your business is too high.

Call centers achieve profit through various factors; call volume providing the highest percentage. Other factors might be

  • Sales
  • Willingness to recommend (WTR) the client
  • Customer satisfaction with the answering representative.
  • Average handling time (AHT), and more dependent on what focus the client puts in place.

Meeting any of these matrix goals for a call center is but one aspect, call centers also face penalties if a goal is not achieved. Scheduling representatives for various shifts is a very large factor for a successful call center.  For example, if a client forecasts X amount of calls will flow through the site within a certain time frame, the workforce must be in place to handle those calls with minimum wait time for the customer to reach a rep. There is nothing more annoying than calling a business and hearing an automated voice tell you that your expected wait time is anything over three minutes. Call centers face thousands of dollars in fines if their workforce is not in place to handle projected call volume.

Enter Workforce Management (WFM). Scheduling has never been easier. Complex shifts varying in time and number of employees needed to cover call volume are computed and available to management instantly. WFM also computes the qualifications needed for each shift

  • Seniority
  • Skill level
  • Availability

Even the employees’ proximity to the site are all programmed into WFM and applied to each shift.

As an employee in your workforce achieves bonus levels from the aforementioned matrix goals Workforce Management calculates these data and makes them available to your administrative staff. There is no need for manual documentation, with WFM it is all automated and the chance of error is removed.

On site data is also monitored with Workforce Management. If call volume drops below the projected number, nonproductive time as it relates to output may reveal things about staffing levels that would otherwise go unnoticed.

Human Resource and administrative departments can be kept quite busy at a call center when it comes to requests for

  • Shift change
  • Requests for time off
  • Scheduling confirmations
  • Queries regarding worked time versus overtime

All these time consuming, but necessary employee relation activities can be done directly by the employee with the self-service aspect of WFM. The employee can sign into the system from their desktop to attend to the above list as well as approve or reject time cards, view reports, and volunteer for overtime.

There is no end to the benefits of Workforce Management. Get creative! Any metric you choose can become motivational for your workforce. Real-time reporting for productivity is always available for employees to monitor; instilling the wish for employees to excel by competing with each other, other teams that are onsite or located at other branches around the world. Create competitions for achievement with rewards ranging from a gift certificate for coffee at the favorite local coffee house, to in-house perks like a prized parking space for a period of time or being supervisor for a period of time in the day. The creativity can be fun for management and provide personal pride in performance as well as bragging rights for employees.

Workforce Management is your key to higher profits, customer satisfaction, employee satisfaction, and a more stress-less worksite for your human resource and administrative staff.

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