Customer expectations are on the rise, and customer service is evolving to meet them. Call centers are at the front lines, tackling queries around the clock. Support agents are faced with an increasingly demanding environment. How do you keep your teams agile, motivated, and efficient? With call center workforce management (WFM).
Nevertheless, even with a solid WFM strategy in place, the challenges can be multifaceted. With employee attrition in care and support roles soaring to 87.6%, call center workforce managers must navigate choppy waters — high agent burnout rates and health-related concerns are just two of them. On the flip side, about 49% of call centers now prioritize employee satisfaction as a top key performance indicator (KPI).
Call center workforce management serves as a strategic compass in this scenario. It empowers call centers to manage their workforce efficiently. Effective workforce management in call centers also fosters a supportive environment. This increases agent happiness and productivity, which is instrumental in improving customer service.
This article discusses:
Let’s start with the fundamental question.
Workforce management in a call center is an integrated set of procedures optimizing agent performance. It also helps enhance operational efficiency and customer service. The workforce management process aims at:
🏭 With call center operations growing more complex, efficient WFM is essential, as it helps reduce costs and lower employee turnover.
Effective workforce management in a call center brings multiple advantages.
Managing a call center workforce is taxing. It has to cater to the persistent demands for quick customer support. It also has to handle the intricate dynamics between managers and agents. Several challenges come to the forefront.
WFM aims to balance the needs of both the business and its employees. Here’s a closer look at the essential responsibilities involved.
This process involves predicting the volume of incoming customer interactions over various intervals, such as days or weeks.
WFM teams use a mix of historical data, expert knowledge, and forecasting software. The ultimate goal is to identify patterns and trends.
Based on forecasted demand, WFM teams devise optimal agent schedules. These align the right number of agents with the necessary skills for shifts that match expected call volumes.
Agent scheduling aims to ensure that the right number of agents are available to handle the predicted volume. It balances service levels, cost efficiency, and employee satisfaction.
Upon preparing the schedules, the WFM team assigns them to agents.
Striking a balance between agent preferences and the business’s operational rules ensures that the right agent is available for the right task.
Real-time events can disrupt planned schedules. Unexpected spikes in call volume or agent absenteeism are among these occurrences.
Intraday management involves dynamically adjusting to such changes to ensure consistent service levels.
Call centers monitor key metrics to assess agent performance. These insights guide training and feedback, fostering continuous performance improvement. Operation managers or WFM analysts commonly assess metrics like the ones below.
📊 Identifying deviations in these metrics allows for targeted feedback and potential additional training for agents.
Continuous agent training is essential for equipping agents with the latest skills and knowledge.
Up-to-date agent training ensures that they can efficiently handle the varying nature of customer interactions.
The call center workforce manager role is pivotal in call center management. They are meant to drive optimal productivity within a multi-site, multi-skilled, 24/7 call center setup.
This role centralizes forecasting, scheduling, and intraday performance management. Its ultimate purpose is to ensure the seamless handling of inbound and outbound communications. This requires a deep understanding of call center operations and emerging industry trends.
Let’s summarize visually the key responsibilities, skills, and competencies of a call center workforce manager.
Here are the best practices and essential tips to optimize your workforce management and drive outstanding results.
Keeping your call center WFM operations compliant with all labor laws helps avoid legal repercussions. It also promotes a fair work environment where employees feel protected.
Stay updated on local and international labor laws and regulations, such as:
📜 Pro tip: Always consider employee rights when making workforce management-related decisions. Conduct compliance audits regularly.
Effective agent hiring is essential for getting the right candidates into your team. Ensuring a seamless onboarding process reduces ramp-up time and boosts productivity.
Take the following steps to streamline the hiring and onboarding processes:
Update hiring checklists and training materials to reflect current needs.
🚫 Pro tip: Never rush the hiring and onboarding processes.
Maintaining effective communication between call center teams ensures alignment. This strategy also helps address agents’ concerns in real time. It creates a sense of belonging and encourages cooperation. The collaboration across roles and departments enhances the holistic functionality of the call center.
Implement the following strategies to foster a culture of teamwork and collaboration in your call center:
Incorporate tools that allow you to connect with your team on various channels so that no one is left behind. Team collaboration tools feature file sharing and easy access to all updates and documentation. Such functionalities will empower your call center workforce to perform more efficiently. It will also eliminate any gaps in communication.
📣 Pro tip: Always consider agents’ input to ensure a frequent and consistent communication flow.
Utilizing forecasts ensures optimal staff alignment with expected interaction volumes. Forecasting data also helps design and optimize call center shifts, resulting in correct workforce distribution and consistent service delivery.
Regularly update schedules based on refined forecasts. Also, consider peak hours and adjust shifts accordingly.
🌦️ Pro tip: Be flexible when scheduling agent shifts. You’re in an extremely unpredictable line of work.
Matching agent skills and preferences with business needs boosts morale and reduces attrition.
The following tips will help you streamline task distribution in your team:
🧑🏻🎓 Pro tip: Consider skills and performance and never rely solely on seniority for assignments.
Real-time adjustments ensure service levels are maintained despite unexpected challenges. Preparing for abrupt fluctuations in interaction demands or agent availability enhances flexibility and responsiveness in unpredictable situations.
Use real-time analytics and call center agent monitoring software to adjust your strategies accordingly.
Consider unexpected factors like sudden call volume spikes and maintain an emergency response plan. To keep it efficient, test and update it regularly.
⚡️ Pro tip: Act swiftly when responding to real-time changes and never disregard minor issues, as they can escalate.
Happy agents perform better and stay longer, which is an important consideration, given the tremendous cost of agent replacement.
Promote work-life balance and mental well-being. Recognize and reward outstanding performance.
🤕 Pro tip: Treat signs of burnout or dissatisfaction seriously. Avoid a one-size-fits-all approach to agent needs at all costs.
A self-service portal empowers agents to place inquiries and take action independently. They can also obtain the necessary information when they need it. This reduces administrative overhead and ensures timely responses.
The tips below will help you make the most of an employee self-service portal:
🛡️ Pro tip: Ensure airtight self-service portal security.
Continuous learning equips agents with new skills, adapting to the evolving needs of the call center industry.
We found these tips to work best for creating a culture of learning and development:
👨🏻🏫 Pro tip: Attend customer experience conferences with your team to engage in networking opportunities and learn new strategies.
Analytics and KPIs offer insights into a call center’s workforce effectiveness and areas needing improvement. These metrics let workforce management stay in line with the current industry trends and processes.
Regularly review crucial KPIs like:
Harness these metrics for refined workforce performance management decisions. Adjust strategies based on analytical insights.
📊 Pro tip: Set realistic KPI targets by considering consistent deviations. Your decisions should be data-driven and never rely solely on intuition.
Sharing success stories inspires the team and showcases the value of workforce management.
Celebrate milestones and achievements. Communicate the positive impact of workforce management on the business.
🏆 Pro tip: Reward valuable business contributors and highlight their successes.
Modern technology solutions, from artificial intelligence (AI) to predictive analytics, can refine certain aspects of WFM. Scheduling regular upgrades and updates of your tech stack keeps the WFM process aligned with the latest technological advancements.
Adopt the following strategies to fully benefit from the available WFM solutions:
🚫 Pro tip: Avoid assuming everyone understands new tools without training.
As call centers strive to meet the ever-increasing expectations of both clients and their staff, adopting robust workforce management solutions becomes indispensable.
Here is a list of top call center workforce management software from industry experts.
Image source: talkdesk.com
Talkdesk’s workforce solution includes intelligent forecasting, automated scheduling, and personalized agent coaching. Its simplified dashboard offers real-time insights and supports omnichannel communication. The mobile app and agent request chatbot provide agents with 24-hour access to their schedules and support.
💰 Pricing: Plans start from $85 per user per month
Image source: getvoip.com
Five9 is a cloud-based solution that supports real-time data analytics, flexible scheduling, and shift bidding. It helps ensure that agents are optimally assigned. The platform is user-friendly, helping improve agent productivity.
💰 Pricing: Plans start from $175 per user per month
Image source: g2.com
Assembled offers access to real-time dashboard views, scalable scheduling, and short-term scheduling. It helps teams stay on track and manage their schedules efficiently, contributing to improved performance and customer satisfaction.
💰 Pricing: Custom pricing based on company size
Image source: softwareadvice.co.nz
Formerly known as Aspect Workforce Management, Alvaria Workforce specializes in optimizing workforce processes. It helps improve call center services through effective planning, scheduling, and real-time agent tracking.
💰 Pricing: Available upon request
Image source: all.docs.genesys.com
Genesys Cloud CX offers a holistic approach to workforce management. It boasts features like inbound and outbound routing, customer self-service options, and workforce engagement tools. It supports multiple digital channels and includes AI-driven analytics.
💰 Pricing: Plans start from $75 per user per month
Balancing the satisfaction of both agents and customers requires strategic finesse and emotional intelligence. Happy agents are more likely to deliver exceptional service, which leads to happier customers.
Managers must prioritize their agents’ well-being alongside customer satisfaction. They should employ flexible scheduling to reduce burnout, facilitate training programs, and offer occasional rewards for a job well done.
Stay tuned to our blog for more tips on how to manage your call center!
Raluca Mocanu is a seasoned content writer, specializing in content marketing since 2016. With a strong focus on customer behavior analysis and SEO optimization, she crafts compelling narratives that drive engagement and boost conversions.
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