Call Center Store
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Selecting The Right Workforce Management System for Your Call Center
Workforce management is a skill which requires efficiently scheduling the right number of
agents to handle call center traffic within a specified service level objective. This traffic is no
longer just the incoming calls. Many call centers have their agents multi tasking throughout the
day. These other activities can include data entry, e-mail correspondence, web chat and
customer call backs.
Because it is a tedious task to manually create schedules via basic spreadsheets and in many
instances these schedules tend to be inaccurate, workforce management software systems
have been create to automate the process. There are many flavors of scheduling and
forecasting software available on the market today, from simple inexpensive programs to full
featured WFM systems that integrate with most ACD’s. And the prices range from as low as
$500 to tens of thousands of dollars.
The larger the call center the bigger the need for a more robust, automated type of workforce
management solution. In my experience with the small to medium sized call center, (less than
75 agents) managers will opt for a basic no frills scheduling tool. In many cases the smaller
centers do not have the budgets to cost justify the more expensive systems nor the manpower
to manage these types of systems.
In order to determine which solution is right for your center, key in on a features that are in line
with your objectives. I have seen call centers purchase systems with so many features, the
users become overwhelmed, and end up using only a small portion of the systems
capabilities. Here are some questions to ask:
• Will the software allow schedules to incorporate other activities – breaks, lunches,
vacation, training, other call center activities
• Can I create simulations or “what-if” scenarios
• How is the ACD data integrated
• Can I create multiple shifts and assign agents by preference
• How easy is it to make changes to schedule
• How long will it take to implement
• What is learning curve
• What is the cost of installation & training
• How much equipment will be required
• Does my IT staff need to be involved
• What are the annual maintenance/support costs
• Can the system be expanded if my center grows
Every company I come into contact with is looking for ways to increase productivity and cut
costs, and one way to do this is proper forecasting of the workload and implementing the right
schedules to get the work done.
Workforce management is a skill which requires efficiently scheduling the right number of
agents to handle call center traffic within a specified service level objective. This traffic is no
longer just the incoming calls. Many call centers have their agents multi tasking throughout the
day. These other activities can include data entry, e-mail correspondence, web chat and
customer call backs.
Because it is a tedious task to manually create schedules via basic spreadsheets and in many
instances these schedules tend to be inaccurate, workforce management software systems
have been create to automate the process. There are many flavors of scheduling and
forecasting software available on the market today, from simple inexpensive programs to full
featured WFM systems that integrate with most ACD’s. And the prices range from as low as
$500 to tens of thousands of dollars.
The larger the call center the bigger the need for a more robust, automated type of workforce
management solution. In my experience with the small to medium sized call center, (less than
75 agents) managers will opt for a basic no frills scheduling tool. In many cases the smaller
centers do not have the budgets to cost justify the more expensive systems nor the manpower
to manage these types of systems.
In order to determine which solution is right for your center, key in on a features that are in line
with your objectives. I have seen call centers purchase systems with so many features, the
users become overwhelmed, and end up using only a small portion of the systems
capabilities. Here are some questions to ask:
• Will the software allow schedules to incorporate other activities – breaks, lunches,
vacation, training, other call center activities
• Can I create simulations or “what-if” scenarios
• How is the ACD data integrated
• Can I create multiple shifts and assign agents by preference
• How easy is it to make changes to schedule
• How long will it take to implement
• What is learning curve
• What is the cost of installation & training
• How much equipment will be required
• Does my IT staff need to be involved
• What are the annual maintenance/support costs
• Can the system be expanded if my center grows
Every company I come into contact with is looking for ways to increase productivity and cut
costs, and one way to do this is proper forecasting of the workload and implementing the right
schedules to get the work done.
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