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 Workforce Management (WFM)
Workforce Management (WFM) encompasses all the responsibilities for maintaining a productive and happy workforce. Sometimes referred to as HRMS systems, or even the larger ERP systems.
The key differentiator of performance of any contact center today, lies in the efficiency of their Workforce Management. Workforce management is about ensuring right number of people available at right time to answer the calls or chats or email or any sort of work that is undertaken. Since over two-thirds of call center operating costs are related to personnel, getting the “just right” number of staff in place is critical in terms of both service and cost. Workforce Management is about how accurate the staffing needs are calculated and planned using scientifical methods. Workforce management involves four basic steps of Forecasting & Planning, Scheduling, Daily Management and Reporting.
Forecasting & Planning
It is the process of estimating the No of calls and their AHT (Average Handle Time) that will be received in the future on interval basis using forecasting methods like Time series etc. Once the No of calls and AHT are estimated, the work load or No of people required to handle those calls will have to be calculated from the call volume and AHT.
Scheduling
The actual staff requirements along with non-productive time estimates are used to determine a schedule requirement for each half-hour or quarter-hour period. A set of optimal schedules is then created based on these requirements and a call center’s unique scheduling rules and constraints. These schedules are then assigned to staff based shift bid rules and employee preferences.
Daily Management
The most important element of any workforce management system is the intra-day comparison of actual performance against the plan. Call center management must actively compare actual workload by half-hour to the forecast, and actual number of staff on the phones to the schedule plan. The call center manager needs to see these changes as they are happening, in order to make necessary adjustments to meet service goals.
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