Workforce Management Feature Article
November 17, 2011
Key Drivers for Rapid ROI on Workforce Management Solutions
By Susan J. Campbell, TMCnet Contributing Editor
You’ve likely heard all the benefits a workforce management software platform can deliver within your contact center environment, but how can you be sure you can get a strong return on investment (ROI) from the platform you select? Fortunately, there are some key drivers to help you with the process.
This recent Monet Software blog explored ROI drivers for workforce management solutions. The first driver highlighted in the blog was time savings in terms of forecasting and scheduling activities. When you can shave time on these activities, your supervisors and managers can focus more energy on coaching and training their teams.
Workforce management solutions should also provide more accurate forecasting and scheduling to help avoid staffing too many and too few agents for an allotted time period. As a result, service levels are improved and payroll costs are reduced. Better schedules can also lower the cost of turn-over as a result of higher agent motivation and avoidance of burn-out.
Another driver for a strong ROI in your workforce management software selection is in improved schedule adherence that improves the productivity of your center. This adherence should also help you to achieve or exceed your service level goals. These productivity gains can vary according to the type of center, but can lead to increased revenues as your agents have more time for selling.
Aside from the drivers mentioned here, your workforce management solution can deliver a rapid ROI when it offers ease of use and user adoption. Keep in mind that if people don’t use the solution, you won’t get the benefits of the solution.
You also need to consider the investment of your workforce management solution as the ROI is higher when you can enjoy greater benefits and lower costs. As a result, the ROI is driven by the amount of the upfront investment for the software and the overall implementation.
Traditional on-premise software is typically characterized by a significant upfront investment. By comparison, cloud-based solutions have no or very low up-front costs, which helps to get to an ROI faster: months versus years.
When examining available workforce management solutions don’t forget to include all aspects into the ROI calculation when making your decision. This will help guide you to the right option that can prove the most worthy of investment.
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.
Edited by Chris DiMarco