{"id":9251,"date":"2020-04-30T14:48:15","date_gmt":"2020-04-30T13:48:15","guid":{"rendered":"\/gb\/en\/blog\/?p=9251"},"modified":"2023-01-16T12:26:22","modified_gmt":"2023-01-16T12:26:22","slug":"how-to-achieve-contact-centre-workforce-management-optimisation","status":"publish","type":"post","link":"\/gb\/en\/blog\/how-to-achieve-contact-centre-workforce-management-optimisation\/","title":{"rendered":"Is Your Call Centre\u2019s Workforce Management System Doing Its Job?"},"content":{"rendered":"

As the Covid-19 pandemic demonstrated to contact centre<\/a> managers up and down the country, there are some types of events you can\u2019t predict or control, with the potential to cause significant upheaval to your business.\u00a0<\/span><\/p>\n

When a major, unexpected issue crops up, it can have a huge impact on daily, weekly and monthly workforce management<\/a> in a call centre. But for companies that are already using smart solutions \u2013 like cloud-based <\/span>workforce management software<\/span><\/a> \u2013 to power their operations, there are less hurdles to overcome. Let\u2019s take a look at what workforce management actually means and why it\u2019s so important to have an effective system in place.<\/span><\/p>\n

What is workforce management? <\/strong><\/h2>\n

Workforce management<\/span><\/a> refers to the strategy, processes and tools you put in place to get the best possible performance out of your employees. This can include anything from effective staff resourcing and shift planning to making sure your team has the training, tools and motivation they need to stay happy and productive.\u00a0<\/span><\/p>\n

In addition to in-house employees, this strategy should take into account the management of your contingent workforce, like any independent contractors, freelancers, temp workers or other non-permanent staff members you rely on.\u00a0<\/span><\/p>\n

A good workforce management system should also allow you to easily collect and review data on your team\u2019s performance, helping you identify if any additional support and training is needed.<\/span><\/p>\n

What impact can workforce management have in a call centre? <\/b><\/h2>\n

To keep customers happy, contact and call centres are constantly balancing quality and efficiency. On the one hand, you want to make sure your customer service is second to none. On the other hand, you want to keep operating costs down.\u00a0<\/span><\/p>\n

Up to two-thirds of the cost in a contact centre can be attributed to labour, so hitting the right number of agents at the right time is crucial if you want to maximise your profit margin while delivering excellent customer support. Implementing a well thought-out workforce management process flow and investing in the right software can give you the edge.\u00a0<\/span><\/p>\n

When done well, a workforce management system can yield great ROI by helping you project staff needs and schedule your team more effectively. With analytics on team members\u2019 individual strengths and performance at your fingertips, you\u2019ll also be better equipped to make sure employees with the right skill sets are available when you need them.\u00a0<\/span><\/p>\n

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