Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Upcoming Events


How To Enter the 2020 Members' Choice Awards - For Vendors




How to reduce attrition rates with workforce management - Business Systems UK Ltd - Blog

How to reduce attrition rates with workforce management

With the average annual attrition rate in contact centres amounting to 24% and with 37% of attrition rates occurring within the first six months (, we thought it timely to look at one of the technological stepping stones (workforce management) that goes a long way in trying to take away the pain in this area.

Reduce attrition rates through: Empowering employees

It’s simple – implementing the right workforce management system which comes equipped with self-service functionalities can reduce absenteeism and attrition offering your workforce a greater interest in what they do and a more flexible life style to meet their schedules. Some of the self-service functionalities which are available within WFM include:

Reduce attrition rates with WFM

Holiday Planner

This functionality automates the time off request process, with an instant notification of request acceptance or denial. Agents are also able to easily view their remaining leave allowance, and request holidays. In line with service level targets, requests are instantly and automatically acknowledged, denied or placed on a waiting list for team leader acceptance.

Shift Trading

This functionality allows agents to trade shifts with or without team leader intervention, all whilst maintaining staffing level requirements. Agents are able to view their current schedule via a portal (as well as that of other team members) where they can make shift trades and enter over time availability. Through this portal, agents can also view their performance report with metrics available to view such as number of calls answered and average call duration.

Overtime Availability

This functionality automates overtime management allowing agents to enter their overtime availability (usually through a user-friendly portal), at the start or end of their shift – or even on a day off, allowing the agent to earn a little more money depending on their availability.

Reduce attrition rates through: Schedule Optimisation

Scheduling and optimisation are two key capabilities within WFM systems. These capabilities are the core components behind balancing operational efficiency and employee satisfaction, and thus in reducing attrition rates.

Scheduling and Optimisation can be achieved through the following WFM features including:

‘What-if’ scenario testing

What-if’ scenario testing and analysis is another feature of WFM systems which can be used to identify how many agents you need on a particular day as well as a focus on what skills they should have. Based on accurate forecasting, the scheduler can assign individual agent shifts instantly, helping ensure that with additional resources, your highest peak periods will be adequately covered.

Intraday Management

Eliminating the unwanted ‘element of surprise’ in a contact centre when an unexpected event occurs, intraday management rebalances each day’s workload with available human resources in order to maintain a good service level. As well as this, intraday management also keeps track of workloads across all channels (such as web, email, phone etc.) and manages the allocation of agents to each.

Real-Time Adherence

Real-time agent adherence is another feature of WFM systems which compares planned agent activity to the actual activities taking place throughout the day. This feature can also provide real-time views of forecasted v’s actual call volumes, handle times and other key performance indicators providing managers with a breakdown of adherence by activity.

As Scott Budding, Workforce Optimisation consultant comments: “WFM systems are designed to improve service levels and with the right planning and implementation the contact centre can revel in a happier management team, happier customers and ultimately happier agents”. In summary – a good result!

For more information on workforce management technology check out our WFM Advice Hub >

*What does the contact centre look like in 2016? –


Publish Date: November 14, 2016 5:00 AM

2020 Buyers Guide Recruitment Products/Services


HireTrax, MainTrax's standalone pre-hire virtual interviewing solution, automatically analyzes the behavioral characteristics found in each candidate's VOICE to help you select reps better suited for the specific job at hand. After all, agents speak with your customers for hours each day so it's vital they possess the behavioral characteristics and personality traits necessary to be successful. By picking those with tendencies of empathy and positive behavioral traits, you'll have a higher caliber of candidates who will perform better on the job and stay.
PH: 612-817-4090

Orion Learning Services Inc.

Assessments for Recruitment, Talent Management, Succession Planning
Looking for assessment tools to help you recruit faster, better and more accurately?

Orion Learning offers a full suite of assessment tools designed to target and report on candidate potential. Our tools are used for recruitment, talent management, succession planning and coaching/mentoring. All of the tools are delivered online and the reports are available online and will provide you with an amazing view of the candidate/individual's potential, interview questions, coaching/mentoring steps and much more.

If you're looking to find the candidate/individual with the highest potential, call Orion today!
PH: 1-416-992-5158

TactiCall Recruitment Services

TactiCall Recruitment Services
Permanent Placement
Temporary / Labour Hire / Contingent and Contract Hire
Recruitment Consulting Services
Assessment Centre Design and Facilitation
PH: 07 3831 6333

View more from Business Systems UK Ltd

Recent Blog Posts:
How To Manage A Gradual Return To The Office With Workforce PlanningJuly 20, 2020 5:00 AM
Navigating & Adapting Your Contact Centre For the FutureJune 10, 2020 5:00 AM
Top Tips for Combating Challenges In The Contact Centre During COVID-19April 28, 2020 5:00 AM
Top 10 Tips For The Modern Contact CentreApril 8, 2020 5:00 AM
Mobile Call Recording – How To Keep Traders TradingMarch 30, 2020 5:00 AM
Real-Time Adherence – A Key Ingredient To Help You Manage Your Workforce RemotelyMarch 25, 2020 5:00 AM
How To Manage Remote Contact Centre Agents During the COVID-19 OutbreakMarch 25, 2020 5:00 AM
Top 3 Resource Planning Techniques Within The Contact CentreMarch 13, 2020 5:00 AM
Business Systems (UK) Ltd Shortlisted for Major Sector AwardsJanuary 31, 2020 5:00 AM
5 Top Ways of Using Artificial Intelligence in the Contact CentreJanuary 27, 2020 5:00 AM
Submit Event

Upcoming Events

15th annual Best Practice Conference - this is the contact center world's most highly rated event - a whopping 100% of delegates say they would recommend it!

100's of best practice tips and ideas from contact center professionals Read More...

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =