Workforce Optimization: The Solution to Overstaffing and Understaffing
Remember the days when 10-20% of the calls a business receives would be questions about what time the doors closed, or how long that holiday sale would last?
Today, such basic inquiries are answered through the company website. Customers only call now with more substantive issues – why is this product I purchased not working? Who can I ask about whether this product can function if attached to this component? My credit card statement shows a purchase that suggests my account was compromised – I need some information…etc.
And when they call, they want those answers now.
Keeping these customers satisfied requires well-trained agents, and a forecasting and scheduling solution that makes sure your contact center always has enough personnel available to efficiently handle the incoming inquiries.
Workforce Optimization Gets You There
A workforce optimization (WFO) solution is primarily designed to help call center managers put the right number of agents with the right combination of skills in the right place at the right time. That solves two of the biggest problems call centers face: overstaffing and understaffing.
Is it better to err on the side of overstaffing? Probably – at least you know the calls will get picked up quickly. But companies don’t like to pay agents to idle in their cubicles, or chat with their equally un-engaged neighbors.
With WFO, you’ll eliminate these situations with forecasts that will let you know what to expect on Wednesday afternoon or Friday morning or the day after a holiday. You’ll have the staffing information necessary to assign shifts to agents available to handle them.
The numbers won’t lie, though if you’re still using spreadsheets they’ll probably deliver inaccurate results because they can’t take all of the variables into consideration.
This is trouble for obvious reasons. Customers that wait too long on hold may not be customers anymore – especially those calling to report a negative experience. It also places a greater burden on your agents; too many days of staring at a computer screen of 12 calls in the queue can impact call center performance, and may send those agents away to seek less stressful employment.
But when forecasting and scheduling is based on analytics delivered by a WFO solution, agents are busy but not too busy, customers get the help they need and companies aren’t signing paychecks for an idle workforce.
Monet WFO is an affordable and easy to use cloud-based workforce optimization software solution that includes workforce management, quality monitoring, analytics and performance management. Call centers will start improving service levels and reducing center costs without the upfront expenses and IT requirements of traditional workforce software.
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