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The VoIP Report

Workforce Management Benefits Call Centers
September 14th, 2017

Workforce Management Benefits Call Centers

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The modern call center can operate from any location, given the variety of technology, equipment, and communication systems available today. Development of VoIP technologies and work process managemen...

The modern call center can operate from any location, given the variety of technology, equipment, and communication systems available today. Development of VoIP technologies and work process management strategies, like Bring Your Own Device (BOYD), enable employees to work remotely.

In many cases, new technologies affect employee effectiveness, therefore, it is important to monitor work productivity. Customer interactions must remain positive, costs stay low, and employees are fully productive on the system. To effectively monitor, plan, schedule, and evaluate the call center process, you need workforce management.

What is Workforce Management?

In its most basic form, Workforce Management (WFM) is a system of organizational processes used to enhance employee productivity. A WFM system is typically viewed in organizational, departmental, and individual levels. It’s organized to determine the amount of time or skill needed to complete tasks.

As part of a larger Human Resource Management component, WFM includes:

  • Time and attendance tracking
  • Crisis preparedness
  • Employee scheduling
  • Career planning
  • Demand prediction
  • Vacation and leave planning
  • Payroll administration

Benefits to a Contact Center

The most important aspects of a WFM system are forecasting, scheduling, and tracking to assist the productivity of call center agents. There needs to be a balance between customer service and costs, achieved through optimum staffing levels. An over-staffed call center results in higher costs while an under-staffed one has less effective customer service, resulting in a drop in customer satisfaction.

A WFM system offers multiple ways to forecast staff requirements and workloads. Using a web-based portal, employees set work preferences and may bid or trade shifts suitable to their needs. This maximizes resources for all communication channels and activities.

Workforce Management provides vital insight into strategic scheduling and planning. The system makes it easier to compile reports and manage communication channels. It delivers statistics like the average handle time for forecasting and interaction volume. Assigned skills and information about an agent are stored in a single repository making personnel and communication routing a breeze. Employing what-if scenarios simulate the effects of modifying staff requirements or adding personnel to the system.

Real-time skills management and schedule adherence

Over time, a single customer may require services that span departments and channels in the call center. The modern call center needs strategize schedule adherence and skills management to manage multiple channel customer requirements. The results are customer loyalty and satisfaction.

Real-time staffing level projections and schedule adherence ensure that you make informed and accurate decisions under pressure. Monitor what an employee is doing rather than their schedule and take corrective action when there is a conflict.

A WFM system typically uses a single skills database meaning manual skill changes or speech and text analytics workflow automatically add to the database. Employees may receive or stop interactions or work according to a change in their skills and work schedule.

Schedule-based routing

Schedule-based routing works by consulting agent schedules in real-time to detect conflicts. The system automatically takes into account changes in skill level or scheduled activity in routing decisions. Skill-based routing enhances efficiency as there is no need for manual changes. This guarantees agents only work at times they are scheduled.

Moreover, use cloud-based WFM to access sophisticated real-time reporting and routing controls to manage home-based agents and multi-site call centers.

Workforce Management (WFM) is an optimization tool for scheduling agents in a call center to enhance efficiency, increase productivity, and reduce costs.


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