Call Center Scheduling Featured Article
WFM Enables Scheduling Adherence and Compliance
Anybody who knows about workforce management understands it can help contact centers understand demand and others factors. In turn, WFM allows call center managers to create schedules that better meet the needs of their businesses and their customers. You probably are aware of all that.
But what many people may not be aware of – or, at least, don’t pay as much attention to – is the issue of whether agents are following those schedules and how it relates to WFM.
Are your agents showing up for scheduled shifts? Are they on time?
What about when they take their breaks? Are they coming back in time from those breaks? And if they’re not, just how must past their break times are they returning to work?
Running a few minutes late isn’t a big deal when it happens once or twice. But little things mean a lot when you multiply them over time.
Just think about all the agents in your call center or contact center environment. Consider all the shifts you have in a week. Think about all the breaks and shifts your agents take and work in a month. Now, multiply that by 12 to look at how that can impact you over a full year.
It’s probably a lot. These things tend to add up quickly.
But here’s the good news.
Contact centers can use workforce management systems to generate reports that identify adherence and compliance problems.
When you measure things, you can learn what’s going on. And when you know what’s going on, you can correct the things you see as problems.
The point is WFM systems help with forecasting, schedule creation, and schedule adherence and compliance. That can add up to important value for your business.Edited by Mandi Nowitz