Optimizing Workforce Management in a Call Center: Tips and Best Practices

Best Practices for Workforce Management in Call Centers

So, you want to optimize your call center’s workforce management? Great! Here are some best practices to help you get the most out of your efforts:

Create a dedicated WFM team or specialist:

Having a person or team focused on workforce management ensures that important tasks like scheduling, forecasting, and performance tracking get the attention they need.

Treat all agents fairly and provide transparent decision-making:

When agents feel they’re treated fairly and understand how decisions are made, it creates a positive work environment and helps reduce employee turnover.

Enable employee self-service for scheduling and preferences:

Letting agents manage their schedules and preferences gives them a sense of empowerment and leads to higher job satisfaction.

Account for shrinkage in staffing requirements:

Don’t forget to factor in time when agents aren’t actively serving customers, like breaks or training sessions. This helps create more accurate staffing plans.

Set realistic targets and track them consistently:

By setting achievable goals and monitoring progress, agents stay focused and motivated to meet performance expectations.

Collect quality data for accurate scheduling and forecasting:

Using reliable data sources and integrating WFM software with other tools improves scheduling accuracy and helps cut operating costs.

Focus on continuous improvement through feedback and training:

Encourage ongoing development and skill enhancement for both managers and employees by providing regular feedback and training opportunities.