Monday, October 25, 2010

Rationale for implementing WFM

In many companies, workforce management systems are not considered to be an essential element of call/contact center management resources in the initial setup of the center, despite the compelling rationale for installing these systems. When the pressure to cope effectively with the growth of customer interactions builds on the center, business users and operational staff must make a decision about which variety of WFM system is required.
Add a note hereAnalysis of the cost and benefits of WFM systems indicates that the average time to breakeven on initial expenditures for workforce management solutions is 12 months using traditional workforce management systems in a telephony-based call center. Workforce management systems in multimedia contact centers will reduce the time to breakeven by about 50%, meaning that it will usually take six months from initial implementation, rather than 12 months.
Add a note hereThe intangible returns must also be considered, because the call/contact center is an environment that can thrive or not depending on how well intangible aspects are managed. Happy, satisfied employees, reductions in recruitment and training costs through lower agent attrition, and increased upselling because of increased customer satisfaction are examples of intangibles that are important to the organization and that need to be considered by call/contact center management.

Add a note hereReview of functionality and benefits of WFM tools
Add a note hereHere is a summary checklist of features and functionality previously described that organizations evaluating workforce management systems need to consider. The WFM system should support the following features:
Forecasting
Add a note hereA core component of any WFM should take account of past operational data and be capable of assisting managers to plan exceptions.
Scheduling
Add a note hereResourcing and supporting a skills-based environment is a critical function, and CRM-focused organizations have to take into account agent preferences and abilities.
Adherence
Add a note hereKey characteristics of effective WFM tools enable managers to see quickly whether activities are going as planned, and if not, to change them before it is too late.
Web-driven flexibility
Add a note hereWhere remote working and "hot-desking" occur in a center operation, browser-based access via an intranet is a useful feature.
Reporting
Add a note hereReal-time reports are critical to the effectiveness of center operations, and flexibility and rapid report capabilities should be considered.
What-if scenario planning
Add a note hereWhere major changes are anticipated—adding many new agents, channels, or advertising and marketing campaigns—what-if scenario functionality means testing the waters before embarking on a full-scale campaign.
Multimedia support
Add a note hereAn important functionality to look for in new-generation WFM solutions is the capability to schedule and forecast across multiple channels and ensure service levels throughout the organization, especially at every customer Touch point.
Virtual contact center, multisite support
Add a note hereAllowing for growth and expansion to multiple centers should be a part of the WFM system. Running a virtual center rather than several stand-alone operations can increase the CSR competencies available and improve service levels.
Compliance with employment law, rules, and union regulations
Add a note hereAs noted earlier, companies based in Europe, for example, must comply with the Working Time Directive. The selected WFM solution should be capable of easy adaptation to a specific country's requirements.

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