A Full Education Key to Proper Call Center and Workforce Management Selection

Do you struggle to keep the right number of agents in the right number of seats on any given day? Have you found that spreadsheet scheduling leaves too much room for error, while consuming much of your time? It may be a beneficial move to take a closer look at an automated call center management and workforce management platform.

This recent Monet Software blog explored the different needs of the call center and how these variations can challenge even the most experienced of call center managers. When you follow specific guidelines and ask key questions, however, you’ll be well on your way to selecting a call center management and workforce management solution that can work in even the most challenge of environments.

When examining potential workforce management solutions, key functionalities should be in place, including forecasting to develop precise projections of future volume, agent staffing requirements and average handle time; scheduling to incorporate all potential call types and other important activities; exception handling to integrate flexibility often demanded in scheduling scenarios; and intra-day management capabilities with drag-and-drop functionality.

Proven workforce management solutions will also offer real-time adherence so you can compare actual activities to planned agent activity throughout the day. Configuration and administration capabilities are essential if you need to establish an unlimited number of agent groups with specific objectives and guidelines; and the ability to report and analyze on all agent activities.

Now that you know what key functionalities to expect in a robust workforce management solution, ask yourself a few questions regarding implementation and adoption among your users. For instance, how long will it take to implement and configure the solution according to your unique needs? Or, how much effort does it take to set up users within different locations?

It’s also critical to determine the amount of effort it will take to learn and productively use the solution, and if it is easy to use so that all agents and supervisors can leverage the full potential of the workforce management platform. Once you’re satisfied with the answers to these questions, you can feel confident in your selection.

At this point in the process, it’s time to examine the total cost of ownership (TCO). To do so, evaluate the key cost drivers associated with workforce management software. This begins with upfront cost – how much will you be required to invest upfront? Next, look at the implementation cost to determine the funds you need to set aside for internal staff and consultants to implement the software and train users.

Finally, evaluate the ongoing cost associated with the workforce management platform. In the process, calculate the internal costs associated with the operation, as well as the cost for ongoing fess for software maintenance, subscriptions and consultants.

Once you have completed this process, you’ll be fully educated on the needs you must satisfy with your call center and workforce management purchase, and what to expect upon implementation and operation.

Edited by Amanda Ciccatelli