The best thing about adding workforce management (WFM) to a call center is not how efficiently it solves one workplace issue – it’s how it solves several challenges simultaneously.
We’ve selected five of the most common call center problems that WFM can help resolve – but there is plenty more where that came from.
Forecasting is all about having the right number of agents with the right combination of skill sets in place every shift, every day. When that happens, call centers eliminate wasteful situations that result from overstaffing, and customer service issues that result from understaffing. Workforce management automatically collects, reviews and processes the data that delivers accurate forecasts, both in the short term and long-term.
Scheduling should take both calls and non-call activities into consideration. Some scheduling methods fall short here, but a WFM solution considers all of the variables throughout the forecasting and scheduling process.
Creating schedules is one thing – making sure agents adhere to those schedules is something else entirely. Usually you can figure out what happened after the shift is over, but what good does that information do when it’s too late to act on it?
With workforce management, a call center can monitor and record the schedule adherence status of all agents in real-time – that includes log in time, log out time, lunches and breaks. If a problem is discovered it can be handled quickly.
4. Intraday Forecast/Schedule Management
Intraday management is always a challenge due to particularly complex resource considerations. An integrated WFM solution should be able to monitor intraday workload information (planning, controls, deployment strategies) that will produce pre-emptive rather than reactive actions for managers.
5. Exception Handling
Workforce management will manage and process exceptions in a way that communicates all necessary information to all parties concerned. It accepts or rejects each exception instance based on company criteria, and makes certain everyone is on the same page so there is no confusion on the part of the agent or management.