Workforce management (WFM) aims to ensure the right employees are in the right positions at the right times to keep a call center running smoothly. This goal can be achieved if call centers use tools that foster positive changes for both agents and the business. This article highlights best practices to improve call center efficiency, including shift bidding, scheduling changes, maintaining service level agreements (SLAs), and ensuring work-life balance.
Shift Bidding and Scheduling
Implementing shift bidding can be simple with the right software tools, which automate the process and reduce errors. Automated shift bidding prevents biases that might occur with manual methods, such as favoring senior employees. Instead, shifts can be allocated based on objective metrics like performance and quality scores. This approach encourages all agents to improve their performance. Additionally, incorporating shift trading can help keep call center agents satisfied, especially during busy periods like the holidays.
Analyzation of WFM Tool Results
After implementing new scheduling tools, evaluate their impact on productivity. Analyze the data to identify successful trends and leverage them. If your call center has introduced options like working from home and the results are subpar with the current scheduling method, adjust accordingly. While sometimes dull, the data provides crucial insights into what's effective and what needs improvement.
SLAs, Schedule Adherence, and Work-Life Balance
Workforce Management (WFM) tools help address issues like meeting Service Level Agreements (SLAs), schedule adherence, and work-life balance. Instead of just checking if SLAs are met, analyze how they were achieved. For example, if meeting SLAs requires overstaffing, it's inefficient. Reviewing past data helps determine whether this is a new or ongoing issue. To ensure agents meet standards, maintain schedule adherence with incentives like bonuses. WFM data can identify top performers who can be rewarded with perks like the option to work from home.
Look at Your Data Constantly
Review your WFM data regularly. By making data-driven decisions, you can significantly improve your call center's operations. Frequent analysis ensures you stay informed and can make timely adjustments to optimize performance and effectively meet goals.
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