Workforce Management Hints, Tips & Best Practices
Regardless of size, all call centers have the same basic goals of controlling costs, optimizing call center staffing, and meeting services levels. A common myth is that only larger centers need (and can afford) call center staffing software. But small call centers do have some unique challenges when contrasted with larger centers that make the case for staffing software:
Unpredictable call volume: Since calling patterns tend to be far more diverse and marked by peaks and valleys in small centers, call center staffing can be a headache for many managers. They have to respond to spikes in volume on-the-fly, often without much historical data to back-up their decisions. Schedule adherence: Whereas larger centers can often manage schedule deviations and absenteeism without as much strain, smaller center performance suffers when 1 or a few agents are not available for calls. For instance, in a call center of fifty agents, occupancy is critical. If five agents take breaks or go to lunch at the same time, occupancy decreases by 10% and service levels go with it. Agent retention: Retention is one of the key factors of any size call center, but it’s especially significant when call center staffing revolves around a limited group. One of the many reasons agents leave is because staffing seems random and does not consider their personal needs. Agent morale increases when everyone understands and accepts schedules in advance, which reduces turnover and lets everyone know what’s expected of them.
While these are only a few of the many issues faced by small call centers, they show that you don’t have to be a large center to need call center staffing software. When you consider the cost to benefit ratio, most call center managers choose call center staffing software, especially now that it’s offered in the cloud (or SaaS). Now, you can be small and operate big.
Read More About Call Center Staffing Software for Small Call Centers?
Workforce management, call forecasting and agent scheduling is not only about efficiency, cost and service level metrics, but most importantly about how to better serve your customers. It’s about customer satisfaction. So, how does a more accurate forecast, flexible schedule and good agent adherence impact customer satisfaction:
A better schedule reduces the stress for your agents, resulting in improved call quality, call resolution, etc. A better schedule helps you meet or exceed your service levels, ensuring that you answer calls in a timely manner A more flexible schedule and shift model helps you to better deal with fluctuating call volumes, avoiding understaffing and longer wait times
Of course, there are many other factors that influence customer satisfaction, but letting customers wait for too long is often a major reason for dissatisfaction. Take a look at your customer satisfaction surveys and compare those with key metrics such as service levels, average wait, etc. to see if there are any trends or issues. You should also evaluate if you have the adequate workforce management tools available to properly schedule your agents for maximum performance, ensuring that customers are not left waiting their turn in line.
Read More About Improved Call Center Scheduling leads to increased customer satisfaction
With the growing number of call types due to more complexity (pre-sales, sales, support, service, etc.) and the increasing number of channels (phone, web, email, twitter, etc.), it becomes more difficult to efficiently handle the incoming "traffic", especially in small and medium-sized call centers. One solution is skill-based routing and scheduling. If you have agents trained to handle multiple types of calls and you use skill-based routing, you can reduce the number of agents needed to handle your call volume. The productivity gain from giving each agent two skills could easily be 5 to 15%. The importance of multi-skilled agents is that they form overlapping groups. For example, having one group that can handle calls type A and B while another group takes calls type C and D, can be substantially improved by adding a group that is able to handle calls type B and C (or one of the other three combinations). This model provides a lot of flexibility especially in times of fewer resources and changing call volumes and patterns.
Read More About Skill-based scheduling and routing in your call center
Do you spend too much time on call center scheduling and still don't get the expected results? That's what we hear quite often when we talk to prospective customers. Either the forecast/schedule is not accurate enough, or it takes just too long to work through the spreadsheets and data from various sources, or both. There has to be a better way. There is - please join us for our upcoming webinar "
How to simplify your call center scheduling" on May 27 at 10 a.m. PST. and learn how you can simplify your forecasting and scheduling work. We hope to see you.
Read More About How to simplify call center scheduling
It may be hard to believe, but smaller or medium-sized call centers are more difficult to manage because every agent and every call has more effect on the overall performance. If you have a 20 agent center and one agent is not available, you have a “5% resource problem” immediately. Or in call center terms, if your goal is an ASA (Average Speed of Answer) of 30 seconds for a 25 seat center, you might be surprised that the ASA changes to 59 seconds when only one agent is not available to take calls.
So, how can you manage this more efficiently with limited resources? You need to put more emphasis on accurate forecasting; a more flexible schedule and increased schedule adherence, which will have a positive impact on costs, services levels and service quality. With new web- and cloud-based WFM solutions even smaller call centers can take advantage of sophisticated forecasting, more effective scheduling and real-time adherence monitoring without breaking the bank. Think big.
Read More About Workforce management: Think big for small or medium sized call centers
Many centers underestimate the sheer volume of shrinkage (paid time but not taking calls). For example, in a 30 agent contact center 20 minutes of out of adherence status per agent equates to 10 hours per day in shrinkage. If those agents are being paid $12 per hour plus benefits, equaling $15 per hour, you would be losing $150 per day, $750 a week or $39,000 per year. While it is not possible to recover all lost time, imagine you can reduce shrinkage from 20 to 10 minutes resulting in a $20,000 savings alone, plus improved service levels. That is only the tip of the iceberg if you also consider lost sales due to shrinkage, which again, can easily add up to hundreds of thousands of dollars per year. How can you reduce shrinkage? There are three key elements involved:
Create a better match of actual call volume with agents’ availability Optimize schedule by including all relevant parameters such as breaks, training, etc. Improve schedule adherence by educating your agents, monitoring performance and providing incentives.
Read More About Call center scheduling: Keep track of your shrinkage
Lately, we are getting more inquiries from people looking for a solution
that makes communication, schedule changes and exception planning
between agents and supervisors easier, especially across multiple
locations. Here are some key capabilities that our web-based solution
Monet Anywhere provides to address this:
Manage schedule changes:
Agents can request changes to their schedule. These requests
immediately alert the agent's supervisor, who can review the impact of
the change and approve or decline the request. If approved, the change
immediately affects the schedule. Supervisors can also request schedule
changes for agents, in an identical manner with supervisor and agent
roles reversed. Open shifts for bidding:
The solution presents unfilled shifts to qualified agents on which to
bid, allowing them to volunteer for shifts normally outside their
desired working hours. Supervisors can review bids made for a shift and
select the agent they wish to assign. Multiple locations and home-base agents:
Agents can securely access the solution through a web browser. Agent
and supervisor communication will get easier and more efficient
especially across multiple locations and remote/home-based agents. Please contact us if you would like to learn more.
Read More About How to streamline supervisor / agent communication
We have compiled a list of questions that should be helpful when selecting a workforce management solution for a small to medium sized call center:
Performance and key capabilities Does it accurately forecast call volumes by leveraging data from your ACD system? Can you easily run “what-if” scenarios based on shift patterns, skill levels, exceptions, etc.? Can you make intra-day changes to forecast and schedule based on changing call volumes? Can you track and monitor agent adherence? Can you create performance management reports? Time and resources to implement How long does it take to implement the solution from start to finish? How is it deployed? Do I need to buy and implement hardware or can I just use it over the web? What resources (money, people, etc.) do I need to implement the solution? Total cost of using the solution Upfront costs: What are the total upfront costs for software, hardware, integration and implementation? Ongoing costs: What are the ongoing costs such as subscription, maintenance, support, upgrade fees? Hidden costs: Are there any “hidden” costs you should account for? (IT resources, integration costs, licenses, upgrade costs, etc.) Usability Is the solution easy and intuitive for non-IT people to use? Does the solution focus on your specific call center needs? What features do you really need? ROI and financial risk
How much is the upfront investments? The higher, the lower the immediate ROI. How long does it take until I can start using the solution to realize the benefits? What is the financial risk if the solution doesn’t meet your needs? How much does it cost you to "return" it?
Read More About How to select a Workforce Management Solution that fits your needs
In December 2009, we did a workforce management survey and asked call
centers (non customers) about their practices regarding forecasting and
scheduling. One question was related to schedule adherence. We were
surprised that 50% did not monitor schedule adherence. Lack of schedule
adherence causes inefficiencies such as increased shrinkage and
declining service levels. Here are some best practices and consideration
for managing adherence in your center:
Inform and Educate:
Agents need to understand the relevance of schedule adherence, how a
mere 10 minutes here and there impacts other agents and the entire call
center performance. Measure and Manage:
Measure and track adherence using workforce management tools and
solutions, tracking adherence in real-time and running reports. Share
these adherence reports with your agents and discuss how they are doing.
It is important to give regular feedback regarding adherence
statistics. Provide Incentives:
Reward agents that adhere to their schedule (95% within adherence
scores) through recognition within the team and tie bonuses to good
scores. It is also critical that all agents are aware of the
consequences for out-of-adherence behavior; this establishes their
responsibility towards the success of the call center.
next weeks, we will share more survey results - stay tuned. However, if
you are interested in learning more right now, please go to
and send us a note.
Read More About Are you monitoring schedule adherence in your call center?
As a small or medium-sized call center you might think you can get by with scheduling and managing your staff using spreadsheets. Maybe you have avoided workforce management software because of the large upfront investment that is associated with traditional premised based WFM software vendors. However, with new subscription-based and fully hosted offerings you might ask yourself, if continuing to use spreadsheets is the best or lowest cost choice. You need to keep in mind that inefficient forecasts and schedules will cost your center every day. Take a look at the following questions and see if you might discover an opportunity for improvement in your center:
Can you monitor and track schedule adherence? If agents are out of adherence for 15 minutes each day in a 25 agent center, that can add up to staffing costs of $23,000 per year. Can you take advantage of your call history? The use of detailed call history data and patterns might help you improve accuracy of your forecast and your schedule. Can you "build-in" skill-based routing into your schedule? Having multi-skill agents in overlapping groups as part of your schedule will help improve productivity. How do you handle exceptions and agent preferences? The ability to handle exceptions and personal preferences as part of your schedule will motivate your team.
So, take a look at your call center operations and staffing to see if presumably low cost scheduling spreadsheets actually cost you more than you think.
Read More About Are scheduling spreadsheets a low cost alternative?
We often get asked about the difference between cloud-based, web-based, hosted and SaaS-based workforce management software and how it compares to the on-premise software model. In order to provide some guidance on this, we decided to offer a webinar about this topic:
The 5 Advantages of Cloud-based Workforce Management Software. If you are interested in more details or have any questions please let us know or register for the webinar, which will be held on Wednesday, March 17 at 9 a.m. PST.
Read More About Advantages of cloud-based workforce management software
Welcome to our new blog about
Call Center Workforce Management. We at Monet Software are dedicated to making workforce management, forecasting and scheduling easier and more efficient for call centers. With our new blog, we would like to share ideas, tips, insights, best practices, industry and technology trends with you. We hope that this blog proves to be useful for call center executives, managers and supervisors in their daily work. The Monet Software team
Read More About Welcome to the Call Center Workforce Management blog