Workforce Management Software – The Lifeblood of Call Center Efficiency

If you operate a call center, you know how important it's to have reliable Workforce Management (WFM) software. Without it, you face the danger of being understaffed during peak call periods, which can lead to customer dissatisfaction and a possible loss of business. You won’t be able to accurately gage your workforce’s efficiency. And with the high rate of turnover associated with many call centers, it's important to maintain your workforce as much as possible, which can be accomplished with the aid of WFM software.

So what're some of the things to look for in WFM software? First of all, it should be able to help you when it comes to forecasting. Many call centers have peak periods throughout the year, especially if it's a company that sells holiday gift merchandise or seasonal clothing. Conversely, there can be periods where business is slow. You don’t need much more than a skeleton crew to keep things going. Your software should be able to provide an accurate accounting of sales and service activity from past years. You know exactly how big or small of a staff you need to have on hand at all times.

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How To Manage A Global Workforce

For many companies, the pressure to compete effectively has led to a dramatic increase in the size and geographical spread of their workforce. This places huge demands on Human Resources management, particularly with regards to workforce scheduling.

Workforce Management Challenges

Communicating with and scheduling employees across many time zones in different geographical locations and often in different languages can present huge challenges. To guarantee optimal staff deployment, current and future staffing requirements, skills, staff availability, holidays, peak workloads, budget allowances as well as wages and contractual terms have to be integrated into the workforce management procedure.

Effective workforce management means assigning the right employees with the right skills to the right job at the right time. To achieve this, those responsible for global workforce management must have a computerised process designed to cover multiple locations that addresses their organisation's employee scheduling challenges and helps them control labour costs.

Scheduling Software

These days, managers responsible for workforce scheduling on a worldwide basis have access to specialised integrated, demand-oriented workforce management software that helps them to keep track of a global workforce. Such software solutions typically offer various options for planning evaluation in real-time, enabling fast reaction to deviations from the forecasted demand for staff, which prevents problems with over or understaffing.

Generally speaking, workforce management software packages are used for:

Employee scheduling, skills and locations Integration of employees' details and skills into the scheduling process Forecasting of workload and staff requirements Management of working times and shifts Analysis and monitoring of costs and budgets

Financial Modelling

Accurate financial modelling of projects and associated budgets is another major consideration in workforce management. In addition to the core aspects of global workforce management, scheduling software is invaluable...