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Does upgrading your Workforce Management software really pay for itself? - Business Systems UK Ltd - ContactCenterWorld.com Blog

Does upgrading your Workforce Management software really pay for itself?

Workforce Management upgrade for 100+ agents

Is your Workforce Management still fit for purpose?  If your WFM solution is up for renewal, stop and think if it’s really working for you

Although the initial cost of implementing a workforce management solution may appear large, a quick return on investment can be achieved by not only significantly reducing the amount of time spent creating forecasts, schedules and reporting, but also by being able to create accurate forecasts that ensure you have the “right person, right place, right time” and avoid overstaffing whilst providing a great service.

With the emergence of new technologies, customer expectations regarding how and when they wish to get in touch with a contact centre have increased substantially as well as their expectations on the quality of the service received. In order to meet these expectations having the right number of agents, that are multi-skilled, flexible and available to support customer demand on a number of different channels, plays a crucial role in ensuring service levels are met.

Nonetheless, employee satisfaction and work-life balance now have a greater focus than ever. Workforce Management Tools can improve employee engagement with features such as mobile apps where agents can view schedules from anywhere and automatically trade a shift and book a holiday when needed. This can result in happier more engaged staff thus lowering attrition and improving flexibility around business requirements. Moreover, giving employees the ability to request a last minute holiday if needed can significantly reduce absences. In fact, one of our Contact Centre customers recently quoted a 50% drop in absence since implementing the system.

The cost savings attributed to more accurate forecasting, improved employee engagement, time saved generating schedules and monitoring adherence, will far outweigh the implementation cost and servicing of the tool.

Here are just a few ways a Workforce Management can improve how a Contact Centre is run and help make significant cost savings at the same time.

More dynamic ways of scheduling:

Workforce Management tools can introduce more dynamic ways of scheduling such as agent availability to work, preference-based or rotational scheduling. The speed in which a tool can allocate the best shift for your business far outweighs what can be achieved without one both in terms of efficiency and the time taken.

Detailed insight

Drilling down into your statistics can be time-consuming and complex. The reporting power and granularity (down to 15 minute intervals) a tool can give you are both more insightful than a manual method and significantly reduces time-related cost. Your planning cycle becomes more efficient and problems get identified before they become major issues.

Not only that, you can use it to quickly create reports and drill into your historical data and use it for future scheduling, for example analysing data from past bank holidays to help you plan for future ones.

Improvement in Forecasting Accuracy

Forecasting accuracy in terms of volume and profile at different levels is hugely challenging without a Workforce Management Tool. A centralised location for data analysis, using the latest algorithms and profiling, volume predictions based on real quality/validated data are one of the key benefits in ensuring your contact centre is not over or understaffed.

Powerful Algorithms

The accuracy and power of a Workforce Management Tool algorithm (such as Erlang A, C)  across multiple channels (i.e chat, email, phone) taking into account number of simultaneous chats, emails handled within targets, ensures industry-leading calculations with the click of a button across your call centre.

Re-Optimising when the unexpected happens

Unforeseen situations, such as higher than expected staff absence or a sudden increase in call volumes, can be difficult to react too. The built-in features in a Workforce Management tool, allows you to quickly identify the issue and find a resolution before it becomes a bigger problem. For example moving breaks, adjusting shifts and activities can cover service level shortfalls without the need and added cost of overtime.

Keeping your agents in line with the plan

Once your plans are in place and schedules are published, ensuring your agents follow that plan can be a huge challenge. Real-time adherence via a Workforce Management Tool will help identify agents out of adherence who may need extra support or training and prevent the derailment of your plan. Moreover, the ability to looking back at historical adherence helps engage agents and team leaders in committing to the overall plan.

Reduction of Attrition Costs

High attrition rates present a major cost to a Contact Centre due to the associated re-hiring and training costs. In-built self-service for agent holidays and shift exchanges can help provide better work-life balance for agents. Moreover adding gamification, for example giving awards around adherence achievement or quality/CSAT scores can add to employee engagement and increase the propensity for a longer tenure.

If your current WFM solution is not helping you create accurate forecasts in order to deliver great customer service, it might be time to reconsider what other options are available for you.

Source: https://www.businesssystemsuk.co.uk/blog/2018/08/21/upgrading-workforce-management-software-really-pay/

Publish Date: August 21, 2018 5:00 AM


2021 Buyers Guide Inbound Call Handling Services

 
1.) 
2Ring

2Ring Gadgets for Cisco Finesse
2Ring Gadgets for Cisco Finesse, offered in three bundles (standard, enhanced, premium), empowers supervisors and enables agents to become more efficient.

Supervisors are able to handle everyday tasks on their own from within Cisco Finesse: reskill agents, view detailed information about agents and customer interactions in real-time, receive alerts about important call center events (RONA, Calls in Queue, ..), send messages to agents, or even change wallboards on the fly. Be flexible to provide help when needed.

Agents gain all the features that they need to serve customers faster - repetitive tasks are automated, alerts about important call center events pop-up on top of all the appli...
(read more)

2.) 
3Fiftynine

Branches
Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.

3.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

4.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

5.) 
Connect Assist

Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
(read more)

6.) 
Jointly International Inc.

Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Helpdesk
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Verification
* Surveys
* Debt Recover, Collections

7.) 
MattsenKumar LLC

Contact Center Outsourcing
By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.

8.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring

9.) 
Vads

VADS Inbound Contact Center
VADS Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales.

- Customer Service
- Walk In Center
- Service Desk

10.) 
Technosys IT Management

Customer Support
Technosys IT Management Bpo, the business process Outsourcing, gives end-to-end transformative administrations for its customers over the globe. The organization's coordinated IT and BPO arrangements approach empowers it to open business esteem crosswise over ventures and administration lines, and address business challenges for its customers. Using inventive business perfection structures, progressing profitability changes, process reengineering, mechanization, and front line innovation stages, Technosys IT Management empowers its customers to accomplish their cost diminishment goals, enhance process efficiencies, upgrade viability, and convey unrivaled client encounter

11.) 
Tru29 Outsource Solutions Inc.

Front Office Solutions
Any part of your business operations that requires constant end-customer facing task is an essential part of your business.

This task requires a good customer experience results for every customer interaction. Our extensive experience in handling Front Office related tasks can help you focus on your core business while being cost-efficient at the same time.
 



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