Administering the activity of the agents in a call center is as important for the small Call Centers as it is for the large ones. This is why a Workforce Management system can be a very helpful tool.

The scheduling activity consists of allocating a sufficient level of personnel in order to manage the estimated volume of calls/ contacts, reducing the waiting time for the clients and the inactive time for the agents at the same time.

The essence of the Workforce Management process in any organization is making a balance between the work load and necessary resources in order to obtain a superior quality for the service offered to the clients.

Implementing the principles of an efficient Workforce Management process is not always an easy task, even for the top companies.

The traditional methods are satisfactory in the case of a small company, with 20-30 agents. According to the international studies, the Contact Centers that have over 60 agents cannot survive with a simple Excel document when it comes to implementing an efficient scheduling.
As the business extends or the company wishes to optimize its operations, the tasks can become so complex that organizing them only with Excel would be too difficult and would also be a waste of money, effort and time.

In today’s Contact Centers, the employees are often responsible for many other activities besides handling the incoming calls. If the events that occur in one day are not planned and managed properly, you can easily lose the productivity of the entire day.
In the modern world, an automated Workforce Management system has become an indispensable resource because it allows your company to be proactive, not reactive.

A Workforce Management application is more than an attractive scheduling program. It is a vital part of any large Contact Center and a useful investment for the small ones.

Most likely, the first thought that comes to your mind when seeing this soft is that it implies an investment in a giant system. Therefore, you will risk the company’s budget when purchasing it and the staff training will take several months. All this is entirely wrong. The system is, in fact, the answer to the company’s needs and the solution that will rapidly solve the “painful points” of any Contact Center.