Call Center Workforce Management Software

Agent scheduling is one of the most difficult variables associated with handling call volume. Ideally, call center managers are able to forecast the correct number of expected calls and emails, along with the relevant time intervals when they will be received. If the staffing schedule is optimal, few calls will be abandoned as agents will be able to handle the workload.

In addition to enabling efficient use of the rep's time, proper forecasting is great for morale. Situations where a few agents must handle a seemingly insurmountable queue volume do not occur when accurate forecasting is coupled with equally effective staffing numbers.

The cartoon below depicts a situation where a company has purchased a very expensive WFM solution. The cost of the software is so great that no more money is available to hire people to handle the calls. In reality, WFM solutions do not need to be financially unfeasible. However, a proper balance must be reached between accurate forecasting and the cost of not reaching agreed service levels.

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REFERENCE: CARTOON # 60

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