Call Center Management Benefits from Capabilities Delivered in Workforce Management Software

Call Center Management Benefits from Capabilities Delivered in Workforce Management SoftwareA disarray of complicated tasks within the call center can make for a disorganized environment that yields few positive results. When call center management implements workforce management software to automate specific tasks, an immediate impact is felt and measured on the bottom line.

This recent Monet Software blog highlighted the benefits included in this call center management move, including accurate volume forecasting, optimal scheduling activities and daily performance tracking. Monet Software shared some insight on the key capabilities to consider when call center management must compare workforce management platforms.

Key capabilities include forecasting as call center management must be able to run simulations to determine a precise forecast for upcoming call volumes, agent requirements and average handle time for any given time interval throughout the day. Historical data is often used from the ACD to put this information together.

Scheduling is also critical for call center management as the scheduling engine should incorporate all non-call and call activities to generate staffing schedules that will optimize a wide range of factors, such as agent availability, work rules, holidays, skills, service levels, breaks and center budgets.

Call center management should also be focused on intra-day management, accessing a graphical display of agents’ schedules that are easily manipulated by dragging and dropping breaks, lunches and other exceptions that make it easy and quick to make any necessary changes. Assigned agents can receive real-time updates instantly and surpluses and shortages for each period of the day can easily be displayed for call center management.

Exception planning and real-time adherence are also critical for call center management to want in a workforce management solution. This includes an integrated exception calendar to simplify scheduling of agent exceptions, including one-time or recurring meetings, time off and other activities.

Real-time adherence compares planned agent activities against actual activities throughout the day. Real-time views on forecasted and actual call volumes are available, as well as other performance indicators. ACD integration allows call center management to collect data from the ACD and build a historical database. All of the center’s workload and work time statistics in real-time are captured.

Call center management must also look at configuration and administration when it comes to workforce management solutions. The right solution must have the ability to build an unlimited number of center splits or groups of agents, each with its own set of service guidelines or objectives. Multiple sites and time zones can be managed and hours of operation can be set according to the day of the week and service level goals can be minimized to 15 minutes.

Finally, all members of call center management must have an eye on performance analysis. With the right workforce management platform in place, all agent activities are captured and reported on, including schedule adherence and key performance indicators. Call center management have the opportunity to review service level costs, results and revenue.

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