Properly forecasting the workforce needed for each day is critical for call centers. If done poorly, the call center is left vulnerable to disruptions in scheduling, productivity, and customer service. Because of this, understanding staffing needs based on daily or weekly trends can maximize a call center’s output. With workforce management, users can optimize work schedules based on precise forecasts, and minimize vulnerability.
This solution operates in a way that averages Handle Time by Time Interval to create a more accurate sense of need. Included with this is the ability to track and project trends that include daily, weekly, and even seasonal contact patterns.
Since the accuracy of a forecast comes from actual call data, workforce management allows users to adjust schedules with increased precision. This also accounts for the recycling of abandoned contacts. In order to differentiate the data further, users can mark ‘special’ days and label any random, atypical data.
As data fluctuates, users can manually override and adjust accordingly in real-time. This creates a dynamic environment where the schedule keeps the workforce and workload balanced. In order to ensure the forecast is kept up-to-date, multiple data sources are imported and compiled simultaneously with varied intervals.
This directly influences scheduling, as users can create custom ‘business rules’ that shift the schedule to match needs and comply with corporate regulations. In order to make the process even easier, workforce management accounts for multiple locations and time zones. Users can even leverage forecasts to build schedules based on skill set.
Having a comprehensive workforce management solution provides an organization with the ability to accurately forecast and generate efficient schedules to manage workforce productivity and increase customer satisfaction.
Are you leaving your workforce vulnerable with poor forecasting?