Scheduling Spreadsheets Are Not Really Free

Many call centers that don’t use workforce management systems typically rely on scheduling spreadsheets. This brief whitepaper takes a look at a few of the limitations of using spreadsheets to manage a workforce, and the impact on the overall call center performance, cost management and service levels.

The Real Costs of Spreadsheet Based Forecasting and Scheduling

Spreadsheet based forecasting and scheduling can cost you big time. Learn more about what you can do and can't do with spreadsheets and how it impacts the performance and costs of your call center

Spreadsheet based Forecasting and Scheduling Costs you Big Time!

Many small to medium size call centers still use spreadsheets to forecast and manage call center schedules and workforce planning, assuming that it is a sufficient tool for fewer agents. Quite to the contrary, it is more difficult to manage fewer agents in a small to medium size center, and here is why:

  • Behavior of individual agents have bigger impact on overall center performance;
  • Fewer agents need to multi-task, making skill-based scheduling more complex;
  • It is more difficult to correct the schedule once it has been upset by unexpected events.

Staffing is the most expensive resource in the entire call center budget (60 to 80%), therefore, even a 1% increase in productivity will significantly impact the bottom line. The following table illustrates how a spreadsheet approach stacks up against an automated Workforce Management solution from Monet Software.

If you still think you cannot afford a WFM solution, think again! Monet's WFM Live solution is billed on a peragent per-month basis, for a low monthly fee, without upfront capital expenditure and very low risk. From the very first month, your savings exceed the cost of the solution. You can't afford to wait any longer, call us now at 1-310- 207-6800 or email us at info@monetsoftware.com to get started.

A More Efficient Call Center in One Minute?

These are just some of the real-world benefits experienced after implementing Monet WFM software.

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