Human resource workforce management software

Human resource workforce management software

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Human resource workforce management software

It has been said that one person can make a great difference.  This axiom rings even more accurate in a call center setting where one agent's actions can affect the entire operation.  

If, for example, an agent is late in reporting to his shift, his co-workers will need to handle the same call volume but with one less person to help. While the math may seem to yield a slightly higher number of calls to be answered by the reps who are present, the effects are not as straight forward.  

On a psychological level, answering more calls than their fair share eats at the other agents' motivation and desire to adhere to their own schedule.  Why would you be inclined to be on time when the reward is handling more calls?  Along the same lines, agent burn out is also a factor to consider.

Even if one person is missing from a scheduled group, the incremental call volume is just enough to push agents working at capacity to the point of exhaustion (Mental and physical).  Phone reps spend long periods of time controlling their emotions, their thoughts and their words.  Such intense focus can only be maintained for a certain period of time, or spread among a finite number of calls.  Receiving just 10 more calls a day, for example, may push agents past their limit.  

Aside from having to do more work, agents who are left to deal with the repercussions of tardiness or absenteeism are often penalized by having their breaks and lunches shortened. Of course, there are some legal limits to how long an employee can work without a break. Along the same lines, mandatory overtime is sometimes used to cover for reps who are don't adhere to their schedules.

To balance the often fluctuating workload of call centers, Human resource workforce management software is widely used in customer care organizations in virtually every industry.  The software not only makes life a little easier for schedulers, but for the reps who must handle the call volume. 

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REFERENCE: CARTOON # 80