Call Center Workforce Management: Fundamentals & Best Practices 


Effectively run contact centers have helped enterprises register incomparable growth. Often referred to as the center of excellence, these contact centers ensure that end-users are provided with an exceptional user experience. Unlike other departments of a business, a contact center’s performance is measured on varied KPIs. These centers are responsible for improving customer experience, ensuring low CES, high NPS, and constantly improving CSAT Score. What end-users see is a team of agents listening to their queries and providing them with a robust solution. What goes behind the curtain is referred to as call center workforce management. The process of ensuring effectiveness and management of resources in such an innate manner that all customers are attended to effectively without any delay is known as call center workforce management.

The goal of workforce management at call centers varies from organization to organization. Some scale up their operations to have more sales, while some ramp up the agent pool to offer FCR and quick resolution. Similarly, fundamentals of call center workforce management also vary from one enterprise to another.

Understanding Workforce Management at Call Centers 

The success of any operation at any organization depends upon the numbers. The number of agents, servers, resources, calls, and queries answered are perhaps the most important numbers at a contact center.

The effective management and the process of streamlining these numbers to achieve specified goals are popularly known as call center workforce management. The stakeholders can increase the number of agents and decrease the number of servers as per the need of the hour. Such changes made with changing end-goals are a good sign for workforce management at call centers.

In terms of agents, workforce management at the contact center is referred to as the process of optimizing available resources to increase the productivity of agents. An effectively managed call center will ensure that the right number of agents are available at all hours of the day to assist customers. The workforce management also considers the right skill sets while matching agents with customers. The optimized process ensures that customers are first connected to the right agent and then provided with requisite support instantly.

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Why Workforce Management is Important in Call Centers?

For a contact center that cyclically receives support requests, for example, the volume of support request skyrockets during holidays but remains low on normal days, will need workforce management. A paradigm shift towards workforce management will help call centers that have cyclical requests prepare better.

While seasonal call centers can plan better and acquire resources according to the demand, other players can gain heavily from workforce management too. Some of the top benefits include:

Cost Reduction

Now imagine, with the help of data analysis, it is possible to identify the number of calls a center receives a month. Based on the available information, the center can add or remove agents. Such analysis will help centers achieve the best equilibrium between customer requests and available agents. With all agents catering to customers at all times, the overall operational cost that was getting wasted will reduce. Also, with improvement in quality of support, customers will have access to FCR leading to a better CSAT Score.

Measure Improvement on All Metrics

With the right number of agents available to all incoming calls, it gets easier to cater to all incoming requests. Customers can gain instant access to agents and get their queries to resolve. With an established system that is powered by workforce management, call centers can register improvement on all KPIs & metrics. Be it FCR, AHT, CSAT, CES, or Agent Utilization, all can be improved with quality workforce management.

Makes Operations Agile

A call center that has no workforce management cannot understand where all its agents are busy. Lack of one such system creates doubts and leads to the irrational setting of duties. With workforce management, organizations can ensure that all their agents are allocated effectively and are offering their services to the best of their capabilities. Workforce management highlights all agents that are busy, free, and not available, which makes operations agile.

With the help of workforce management, stakeholders can:</