Call Center Workforce Management: Boost Efficiency and Service
Call center Outsourcing UK Workforce Management (WFM) optimizes the balance between customer satisfaction and contact center efficiency. Our WFM tools accurately align agent resources with contact volumes, ensuring the right number of agents with the right skills are available throughout the day. This enhances both customer experience and agent engagement, driving optimal performance in your contact center.
Key Components of Call Center Workforce Management
🔹 Scheduling
Optimizing agent shifts based on availability, skills, preferences, and business needs ensures adequate coverage, compliance with labor laws, and improved efficiency.
🔹 Forecasting
Using historical data, WFM tools predict future call volumes and scheduling needs, helping managers adjust schedules and operations proactively.
🔹 Attendance & Time Tracking
Real-time monitoring of attendance and activities allows managers to optimize resources, control costs, and maintain customer satisfaction.
🔹 Performance Monitoring
Managers track metrics like handling time and customer satisfaction to identify high performers, address areas for improvement, and enhance overall workforce efficiency.
Deliver Exceptional Customer Experiences and Keep Agents Engaged
✅ Multiskill/ multichannel forecasting
- Multiple forecasting algorithms
- Multiskill/ Multichannel forecasting
- Inbound, outbound, and blended environments
- What-if analysis
✅ Multiple change notification channels
- Interval-by-interval comparison to plan
- Automatic reforecasting
Flex schedules and notify agents with only a few clicks - Six different change notification channels
✅ Mobile App
- Android and iOS support
- Anywhere access to self-service functionality
- Absentee and late arrival check-in
- Alerts and notifications
✅ Agent Portal
- View schedules and adherence
- Bid on shifts
- Request schedule changes, vacation, and voluntary overtime
- Notifications and alerts
✅ Agent Adherence
- Historical agent adherence
- Real-time adherence monitoring
- Out of adherence alerts
- Agent and supervisor views
✅ Pre-built CRM Integrations
- Oracle
- ServiceNow
Call center workforce management features
Are you Ready for call center workforce management solution?
To improve your contact center, use technology to make things more efficient. By having a clear plan and the right software, you can better manage your team and boost performance.