Running a call center efficiently requires focusing on a lot of areas at the same time. But, how can center managers do that? Well, a good starting point is having the right workforce management (WFM) system for your call center. For example, WFM helps you predict how many calls you’ll get to ensure you have enough agents with the right skills. It focuses on keeping agents happy and your customers satisfied, all at the same time.
In this article, we’ll talk about what WFM is and how it benefits call centers.
What is Workforce Management?
Workforce management refers to assigning employees and resources to certain areas with the main goal of improving operational efficiency. It started in the early 20th century in the manufacturing space, became a key aspect of service industries by the 1990s and has continued to evolve.
When you have a lot of people working in an area with little to no demand, you’re probably wasting resources without even noticing. HR professionals focus on identifying this and making sure those departments with more workload have the right amount of people working and the necessary resources to meet (or even exceed) expectations.
The WFM Cycle
Workforce management solutions work with predicting demand, creating optimal schedules, and making real-time adjustments. Forecasting is the first step, and it involves analyzing historical data to predict future workloads and contact volumes.
Based on this data, comes the scheduling step, where center managers allocate people and resources to make sure the workload is handled. Then there’s real-time insights management, which refers to monitoring tasks and solving any problem that comes around. Last but not least, effective workforce management requires constant check-ins and improvement.
Why WFM is Crucial for Call Centers
Call centers usually deal with unpredictable demand, which means they have to find ways to balance keeping costs low while providing high-quality service.
Workforce management helps call center managers handle these challenges while also making sure employees are happy with their jobs (which is especially important in an industry known for high turnover rates).
Benefits of WFM
WFM comes with a lot of benefits across different areas, from employee satisfaction to customer experience. Some of these include:
Improved Operational Efficiency
Operational efficiency refers to how well processes are working if you take a look at key performance indicators. Workforce management tools help optimize center operations by taking care of a lot of different aspects, such as:
Ensuring you have the right agent staffing levels at all times
One of the main operational benefits WFM offers is ensuring you always have the right number of agents on duty. This involves predicting customer demand accurately and scheduling the appropriate number of agents.
By doing this, you avoid overstaffing during slow periods and understaffing during peak times. For example, during the holiday season, WFM can help you predict a higher amount of phone calls and schedule more agents to handle that.
Matching agent skills/expertise to contact drivers
WFM systems also help match agent skills to specific customer needs. This involves creating detailed profiles for each agent and using skills-based routing to direct customer inquiries to those agents who can help them.
For instance, if a customer has a technical question, the system helps them connect with an agent who has the necessary technical expertise. This improves the chances of resolving issues on the first contact, which leads to a better customer satisfaction score.
Reducing over/understaffing and associated costs
While overstaffing leads to higher labor costs, understaffing can result in poor customer service
and agent burnout due to excessive workloads. WFM helps find the optimal balance between staffing levels and demand, focusing on making the most out of agent schedules. By avoiding both overstaffing and understaffing, you can maximize efficiency and maintain a good customer experience.
For example, a retail company using WFM can adjust staffing levels in real time based on current store traffic, reducing unnecessary labor costs while ensuring adequate customer support.
Better Customer Experience
According to Salesforce, 88% of customers say good customer service makes them more likely to purchase again. So providing a good customer experience is one of the main priorities any business, especially call centers, should have.
This is why WFM helps reduce customer wait times and the number of abandoned calls by focusing on having staffing levels at the right times. WFM software tools help match customer inquiries with the right agents on their first attempt. This helps improve average response time and solve problems easier without having people jumping from one call to another.
Using the right WFM tool helps not only handle customer service better but also maintain consistent service levels across different channels. This consistency builds long-term customer trust and sets clear expectations for service quality.
Higher Employee Engagement
WFM is not only about customers but also about agents. WFM systems schedule agents in the most effective way by using algorithms that distribute shifts evenly. This smart scheduling helps improve job satisfaction levels and creates a more positive work environment.
Modern WFM solutions also offer self-service portals where agents can view their schedules, request time off, and even trade shifts. This control over their schedules leads to higher job satisfaction and less stress. By reducing workload imbalances and offering more schedule flexibility, these tools help improve agent happiness while also decreasing burnout and turnover, ultimately saving on hiring and training costs.
Key Features of WFM Solutions
Now you know all that WFM can do for call centers, but how do they work? Well, there are a lot of essential features any workforce management software tool should include.
Forecasting and Scheduling
First, we have forecasting and scheduling. This refers to using predictive analyses and machine learning to gather all the required information about volume patterns and sort schedules aligned with service goals. It balances the expected demand with the number of available employees, their skills, and service level agreements (SLAs).
The goal is to make informed decisions that meet business needs and employee preferences. For example, having the right historical data on inbound calls can help predict peak times and plan for additional agents.
With schedule optimization, scenario planning, and schedule trades/bid managers can test different scheduling options to find the best one. Employees can also have some control over their schedules, which helps improve both efficiency and satisfaction. In a call center, allowing agents to bid on preferred shifts or swap shifts with colleagues can boost morale and employee engagement.
Real-time Management
Planning is good, but it is not enough. This is why WFM also involves real-time analytics. Working with real-time management involves tracking key metrics in real-time, allowing managers to spot and fix problems quickly before they affect service levels or costs. For example, if real-time monitoring indicates a sudden increase in call volume, managers can adjust resources to maintain good service levels.
Adjustment and forecasting
Even with the most accurate forecasting things can take unexpected turns, like equipment failure or a lot of unexpected customer queries. When this happens, adjustments and re-forecasting come into the scene. These two processes allow for quick changes to maintain efficient operations when actual conditions differ from forecasts. This might mean gathering new insights for the rest of the day and suggesting schedule changes based on the new data. For example, if a major event causes a spike in inbound calls, managers can reallocate agents to handle the increased volume.
Performance Management
Agent performance is an essential aspect of call center workforce management. Tracking key metrics like adherence, occupancy, and shrinkage gives insights into both individual and team performance. These metrics help identify areas for improvement and support decision-making.
In the context of a call center, monitoring agent performance metrics like adherence to schedule and average handle time can identify areas for improvement and pave the road to achieving excellent an customer experience.
There are also specific resources, such as scorecards, that help understand employee performance across various metrics. They can be used for coaching, identifying the need for training sessions, and recognizing new staffing requirements or new areas to work on to improve employee productivity.
Lastly, we have schedule compliance reporting. This feature helps identify patterns of non-adherence and what makes them happen. It can identify issues with the scheduling process itself or highlight the need for additional training or support. When working with call center operations, compliance reporting can identify trends in agent absenteeism or tardiness, giving managers the chance to address them.
Integration and Automation
Workforce management software solutions are not only a helpful resource on their own but they can also be combined with other tools. Integration with systems like Automatic Call Distributors (ACD), quality monitoring, and Learning Management Systems (LMS) helps managers understand all the aspects that affect daily operations.
In a call center, integrating WFM software with ACD and quality monitoring systems can provide a complete view of agent performance and customer interactions, which helps understand which areas need some improvement. Integration with ACD, quality monitoring, LMS, etc.
Going beyond integration, WFH also offers different automation options like automatic creation and self-service options for employee scheduling. These systems often help create more efficient intraday schedules by eliminating manual work and giving employees the option to have more control over their shifts.
For instance, a call center might have a self-service portal where agents can choose their shifts, request time off, and bid for shifts. This sense of control increases satisfaction and reduces employee disengagement.
Choosing the Right WFM Solution
As with any other tool, choosing a WFM software will depend on a lot of internal factors. First, you will need a tool that integrates with all your existing systems such as CRM software and call center technology. Evaluate the vendor’s expertise and support options, including training and customer service.
You will also need to consider cost-efficiency and find an option you can afford. Have a budget in mind and evaluate which solution fits within your budget while meeting all your call center’s needs.
Emerging WFM Trends and Best Practices
As it happens in any other business practice, WFH changes constantly and new trends are coming around all the time. Some of the most recent ones include:
AI and Machine Learning
One of the main WFM trends is, of course, artificial intelligence. Artificial intelligence helps improve all the WFM processes, from forecast accuracy to schedules, and automated real-time adjustments. For example, AI can analyze call patterns to predict the busiest times and adjust staffing levels automatically.
Agent Self-Service and Empowerment
Features like shift bidding, easy shift swaps, and mobile access to schedules are becoming more common. For instance, a customer service center might allow agents to bid for preferred shifts, increasing job satisfaction. In a call center, self-service tools can enable agents to manage their schedules and request time off, enhancing overall employee engagement and satisfaction.
Cloud and Centralized WFM
Cloud-based WFM solutions allow companies to access software without having to install it on-site. With cloud computing, centers can access benefits like easier scalability at low upfront costs, while also having the ability to manage workforces across multiple locations.
Workforce Engagement Management
Workforce engagement management expands on traditional WFM by including performance management and learning management elements. Its main goal is to provide a more holistic approach to managing and improving the overall agent e,xperience. For example, a call center, combining WFM with workforce engagement tools can improve agent performance, satisfaction, and retention.
How Teramind Makes Call Center Workforce Management Easy
Looking for a workforce management solution for your call center? Here’s how Teramind can help:
- Streamline Workforce Management: Simplify scheduling, track attendance, and manage workload distribution effortlessly. Teramind’s intuitive dashboard provides a comprehensive view of workforce metrics, enabling you to make data-driven decisions that enhance operational efficiency.
- Optimize Agent Performance: Teramind’s powerful monitoring and analytics tools provide real-time insights into agent productivity, enabling you to identify top performers and areas for improvement, ensuring that every call center representative is operating at peak efficiency.
- Enhance Compliance and Security: Protect sensitive customer information and adhere to industry regulations with Teramind’s robust data security features. Automated compliance tracking and real-time alerts help mitigate risks and safeguard your call center operations.
- Boost Customer Satisfaction: Leverage detailed performance reports to refine training programs and refine workflows. By pinpointing areas where agents can enhance their skills, Teramind helps you elevate customer interactions, leading to higher satisfaction and loyalty.
- Drive Continuous Improvement: Utilize Teramind’s advanced reporting and analytics to regularly assess performance trends and outcomes. Implement actionable insights to continuously refine strategies, optimize call center operations, and drive measurable improvements over time.
FAQs
What is the role of workforce management?
Workforce management plays a crucial role in the efficient operation of a call center by ensuring the right number of agents are scheduled at the right time to meet customer demand. This involves forecasting call volume, creating schedules, monitoring adherence, and analyzing data to optimize performance and enhance customer service.
What is workforce optimization in a call center?
Workforce optimization in a call center refers to the systematic management of resources, processes, and staff to improve overall operational efficiency and customer satisfaction. It involves analyzing data, optimizing scheduling, and implementing performance management strategies to maximize productivity and meet customer demands.
What is considered workforce management?
Workforce management in a call center refers to the strategic coordination and optimization of staffing, scheduling, and performance to ensure efficient operations. It involves forecasting call volume, creating schedules, monitoring adherence, and analyzing data to enhance customer service and maximize productivity.
Conclusion
Workforce management solutions offer a lot of features that help call centers run smoothly. If you choose the right WFM solution, you can improve efficiency, employee satisfaction, and overall performance with the same tool.
If you are ready to start implementing a new workforce management tool but are not sure where to start, you can check out our guide on the best workforce management software tools.
