The Business Value of Workforce Management Software – Part 2

In our previous blog about the value of workforce management software we talked about the business challenges, now, let’s take a look at the key value drivers of WFM software compared to the manual/spreadsheet approach:

    Value and ROI of workforce management software

  • Reduces administrative time: Automated WFM drastically reduces the administrative time spent on forecasting and scheduling, data gathering of call history, and creation of management reports. Most call centers see a reduction by a large percentage  after implementation.
  • Slashes shrinkage and optimizes schedules: WFM precisely measures the sources of agent shrinkage and provides tools to reduce its occurrence. Managers can create staffing schedules that optimize a wide range of critical success factors, such as agent skills and availability, breaks and holidays, skill types, historical and predicted call volume, budgets, and service levels. Skills-based scheduling and routing processes enable call center managers to assign skill levels and types to individual agents, and then automatically route a specific type of call to a specific agent who will best be able to resolve the customer’s issue quickly and more effectively. In addition, they can take advantage of flexible start and end times.
  • Precisely forecasts demand: Automated WFM solutions use historical data to accurately predict the number of agents needed to handle the center’s volume in real-time, and allow managers to predict future call volume, handle times, agent occupancy, first call resolution rate, and other service levels. Managers can also run multiple forecast/schedule scenarios, and have the ability to better forecast special days such as holidays and other scheduled time off. It also enables managers to forecast agent requirements based on service level agreements, as well as refine forecasts and performance goals based on collected data. More accurate forecasts ensure more efficient schedules, which prevents under or over-staffing.
  • Increases productivity and service quality: WFM software gives managers the ability to compare forecasts with available agent schedules to find time-pockets throughout the day where agents would sit idle, and then use that time for training, coaching, and meetings.

The bottom line? Lower expenses, higher revenues and productivity, and improved service levels and customer satisfaction. A manual/spreadsheet approach simply doesn’t measure up. What About ROI and Payback Time? The large return on investment and fast payback time make WFM software the clear choice when compared with any other method of managing a workforce, forecasting call volumes and creating schedules. A workforce management solution helps call centers realize a high ROI by:

  • Providing more accurate forecasting and scheduling to reduce agent under-staffing and over-staffing
  • Improving agent schedule adherence to reduce shrinkage
  • Enhancing supervisor efficiency by spending more time coaching and allowing agents to use the software’s self-service scheduling features
  • Reducing overtime expenses of agents by monitoring intra-day statistics and anticipating when additional agent resources will be needed
  • Decreasing agent turnover by enabling agents to manage their own schedules and empowering them to improve performance by reviewing their individual metrics

For more information you can also download the “how to calculate cost savings for workforce management software” whitepaper.