Workforce Optimization: The Customer’s Perspective

When managers review workforce optimization, they usually do so from an internal perspective. They analyze how WFO can reduce call center costs, improve service levels and make each call more efficient. There’s nothing wrong with any of these goals; however, a manager should also look at WFO from the customer’s perspective. That means making sure internal goals match those that a customer might have when they contact the call center. To do so, it can be a helpful exercise to put one’s self in the customer’s position. How would you then define a positive experience?

  • Someone answers the call quickly – agents are available
  • Your call is routed to the right agent without being transferred multiple times
  • The purpose of your call is efficiently addressed

Are you employing WFO to achieve these objectives? The tools provided by a complete workforce optimization solution, such as workforce management, call recording, quality assurance and performance metrics, provide managers with all the insight they need into every customer interaction. So why not optimize for both customer experience and call center efficiency? In most cases it will not require extensive revisions to current efforts, as these goals often align naturally in a successful business. For instance, a call that is handled quickly is a win for the caller and a win for the call center. When areas of conflict arise, such as when more agents need to be added to a shift to efficiently handle call volume (which is good for callers but adds to the call center’s operational budget), the manager has a decision on how to best balance customer satisfaction against revenues, costs and profitability. Such challenges arise in any business, but those that are successful always make internal decisions with customer service in mind.