Call Center Scheduling Featured Article
February 23, 2007
An Effective Workforce Management Solution Makes Sense for the Call Center
Managing the logistics of a call center can be complex. Not only do call center leaders need to be able to properly forecast call volumes throughout the week, month and year, they also need to be able to coordinate these volumes with employee schedules and employee skill levels. Sounds simple enough, but the problems that mismanagement can cause are extensive.
Take the call center that operates on a 24x7 schedule, for instance. In such an environment, call center managers need to know what time of day the center will experience the highest call volumes, what type of calls they will be and how to properly schedule the employees that can address specific issues and others that can handle basic calls. If each of these employees were available 24x7, proper forecasting could go a long way in preparing the call center to handle any number of peaks and valleys.
The reality is, however, that employees have limitations in their scheduling and proper forecasting is much easier said than accomplished. This is where an effective workforce management system comes into play. Such a system will enable a call center manager to not only forecast more accurately using historical data and information on scheduled campaigns, it can also promote effective scheduling for agents based on schedule limitations and skills.
By ensuring that the call center always has proper agent coverage, the center manager can ensure that performance standards are met and that high customer service levels can be achieved and maintained. This not only produces a more efficient call center, it also ensures that the customer base is protected. The organization is also better positioned in the market as high customer service levels provide for differentiation.
According to a study by Customer Relationship Metric, L.C., the penetration of licensed workforce management software is quite high at 88 percent. However, 25 percent of those respondents using a solution do not use licensed workforce management software to support forecasting. The study also revealed that a significant opportunity exists for improvement in both the workforce management process and with workforce management software as 37 percent and 41 percent, respectively, are not satisfied.
The Society of Workforce Planning Professionals (SWPP) conducted a study that revealed that 90 percent of call centers have a workforce management system in place. Of those centers, the favorite features cited by respondents included intraday forecasting and performance capabilities, in addition to real-time adherence modules and ease of use, maintenance and administration.
Perhaps the most compelling reason to implement a workforce management system is the impact it can have on the bottom line for the call center. When employees are properly scheduled for accurately forecasted shifts, it is unlikely that agents will sit idle during slower periods or that agents will be overtaxed during higher volume periods as each time of day, week or month would be properly staffed.