Adding workforce management (WFM) to a call center solves several workplace issues simultaneously. Here are five of the most prevalent call center challenges and how WFM can be of assistance.
- Scheduling Adherence
Creating schedules should be easy enough with a WFM; however, ensuring that all agents stick to those schedules is a different matter. Typically you can determine what happened once a shift has concluded, but that isn’t helpful in real-time. Once you have implemented workforce management a call center can monitor and record the schedule adherence status of all agents in real-time. This includes log in time, log out time, lunches and breaks. This alleviates many issues, because any potential problems can be identified quickly and handled right away.
- Looking Ahead
Forecasting deals with predicting the correct amount of agents with the right of skill sets in place every shift, every day. When this happens, call centers remove high costs that stem from overstaffing, and the customer service issues that result from understaffing. Workforce management automatically collects, analyzes and processes the data, resulting in an accurate short term and long-term forecast.
Workforce management also manages and processes exceptions in a manner that exchanges all prudent information to all appropriate parties. It accepts or rejects each exception instance based on personalized company criteria, and ensures that there isn’t any confusion on the part of the agent or management.
- Intraday Forecast/Schedule Management
Intraday management is always a challenge due to intricate resource considerations. An integrated WFM solution can scrutinize intraday workload information that will result in pre-emptive actions for managers instead of reactive actions.