6 Rules for an Inbound Contact Center

Contact Center SolutionsCo-nexus MarketingComment

Workforce optimization is the practice of improving and automating the overall efficiency of employees at an organization. Are you currently scheduling your employees through the use of Excel spreadsheets? Did you know that you can gain up to 30% more out of your staff by utilizing a Workforce Optimization program. Software allows organizations to be better with their time and labor which impacts the organization’s bottom line.


Here are six rules for inbound contact centers:

  1. When service levels are up, occupancy goes down
  2. As service levels improve, it will reach a point of diminishing returns
  3. For a given service level, larger agent groups are more efficient than small groups
  4. Pooled groups are better than specialized groups
  5. If you add staff the average speed of answer decreases
  6. If you add staff your trunk load goes down

One of the biggest ways you can impact your service level and keep your calls out of queue is to monitor attendance. When your team are not where they are supposed to be, your customers have to wait. Calls begin to start backing up and operations get hectic. Through the use of a workforce optimization program you can create strategies to automate processes to notify all staff when employees are needed to fill in for absentees. The staff members can easily hit accept to stay extra hours or come in on an off day. Then, the program reorganizes all of the information to create a new schedule.

If you were to not use a workforce optimization program, then it would take your managers time to call employees to come fill in. When there is a shortage of agents in the contact center calls are usually backed up and it’s difficult for a manager to step away to find the people needed. The result is service levels drop and customers become frustrated. All of this can easily be solved by implementing CXM’s Workforce Optimization solution. If you would like to learn more, check out this article titled Are Your Properly Managing Your Workforce in the Contact Center?