Workforce management is a struggle for many contact centers due to high turnover, attrition, shrinkage and agent adherence to schedules.
Being able to keep costs low while maintaining customer service levels can be challenging. Many organizations use spreadsheets which do not support multi-skills for agents. If you are not using a workforce management tool, you are paying more in labor than you should be or you may have calls backed up due to not having the right people in the right place. Here are a few benefits of implementing a workforce management software program:
- Attrition: When a contact center has high attrition, as most do, a workforce management solution will help you keep the same staff if needed by placing agents in the right place at the right time to support your customer interactions. Attrition will allow you to better use your resources and you can phase out unneeded employees through natural selection. As time goes by, your organization can improve overall costs by up to 30% utilizing a workforce management tool.
- Scheduling: Scheduling can be a challenge without workforce management. Without having a tool in place it is impossible for intra-day management to occur. As mentioned earlier excel doesn't support multi skills and therefore it's harder to cross train existing employees to support different customer needs.
- Agent Adherence: The level of agent adherence severely improves by implement a workforce management tool. Without a tool a contact center has at most 65% of agent adherence to the schedule. Once a tool is implemented that number increases to average 75%-85% giving your contact center a huge return on investment.
Being able to improve attrition within a contact center while ensuring management is able to efficiently schedule employees helps your organization get more out of the resources and staff you already have in place. It also allows management to make better use of their time and make certain employees are taking care of customers.
We've created a checklist if you are looking to evaluate your current environment here.