To run an effective call center, organizations need to remember the numbers. The most important – so far – the number of employees dealing with incoming contacts. What is workforce management in a call center?

What is employee management – definition

Employee management (WFM) is a term that covers all processes undertaken by a contact center to ensure the right number of employees at the right time.

These WFM processes include each of the following:

  • Forecasting the number of contacts
  • Staff planning around the estimated number of contacts
  • Daily management (intraday management) in the event of an unexpected increase in the number of contacts or absence
  • Creating a Business Continuity Plan (BCP)
  • Basically, it’s about assigning the right employees with the right skills to the right job at the right time to meet demand.

Although these WFM processes may seem a lot to be accepted, the essence is to assign the right employees with the right skills to the right job at the right time to meet demand.

Let’s take a closer look at each of these WFM basics, starting from the basics of contact center forecasting.

What is workforce management in a call center?

Benefits of managing Contact Center employees

WFM solutions are key to running an efficient contact center. Each WFM category focuses on a key area for call centers to optimize sales and working hours, enabling higher efficiency and financial savings as part of the business.

When you optimize your workforce, you’ll see many benefits that include:

  • Overcome staff obstacles
  • One of the biggest obstacles facing contact centers today is staff level management. If you plan too many agents to change, they will have little to do and will be unproductive, wasting company time ..

Maximize Revenue

Loss of efficiency can cause companies to lose a significant percentage of revenue – in fact, over $ 544 billion a year.

Master the shortcomings and improve the agent’s performance

Perhaps your agents are not following the appropriate break and lunch protocols or are spending too much time on each connection. Regardless of the problem, many call centers suffer from being unable to track their shortcomings and find a practical solution.

Improve customer service

Of course, the ultimate goal of every contact center is to provide callers with the best possible customer service.

Use historical data to create better agent schedules

Call center as part of a call center employee management solution. An efficient schedule will definitely help you determine resource requirements during and outside peak hours.

Ongoing monitoring of agents’ compliance with their schedules

This ensures that enough resources will be allocated to projects at peak times, and you’ll know if demand becomes higher than the allocated resources.



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