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Three ways to leverage Workforce Management and drive ROI - Calabrio - Blog

Three ways to leverage Workforce Management and drive ROI

When properly utilized, few contact center software platforms can outperform Workforce Management in terms of ROI whilst simultaneously improving customer experience.  Ben Willmott explains how to leverage the latest workforce management (WFM) solutions and make quick-and-easy wins to maximize your return on investment (ROI).

Workforce Management (WFM) solutions are a wonderful thing.  They can be all things to all people, offering multi-dimensional value when it comes to driving improvements in employee engagement, customer experience and profitability.  Let’s focus on one challenge that never goes away and affects every single contact center around the world, large and small: how do you improve customer satisfaction and decrease costs at the same time?

Teleopti have developed an online Savings Calculator that uses data captured from real customers to estimate the potential savings from a given start point. When this calculator was used for Sparkly Boots Ltd, a fictitious example of a typical medium-sized contact center, the results are startling. With 250 agents each costing £1,950 a month, sickness rates running at 6% and an annual attrition rate of 23%, it is expected to take just eight months from initial deployment to achieve a return on the WFM technology along with several staggering improvements in time and cost savings:

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  • Total cost savings of £66,628 (mainly through optimized schedules and more efficient schedule adherence);
  • Estimated annual time savings of 5,653 hours through better scheduling and adherence alone, nearly 500 hours every month!
  • Anticipated savings of around 4% on sickness and staff attrition rates year-on-year.

So, what’s the secret behind Sparkly Boots Ltd impressive payback on their investment in WFM and how can you achieve similar successes?

3 ways to leverage your WFM and drive ROI

Like many success stories, you can’t achieve everything through technology alone.  Process and technology make perfect partners and it pays to take a considered, carefully planned approach to your WFM implementation and usage.  Here are three steps to get you started:

1. Bring the workforce with you on the journey

The majority of the savings and benefits that a WFM platform can deliver will be directly linked to your agents’ work life. For example, introduction of more flexible scheduling will almost certainly improve your ability to meet customer demand efficiently and minimize periods of overstaffing and understaffing but needs to be managed carefully in order to ensure agent engagement. Offering benefits such as holiday bookings and automation, preference entry and shift trading to give more control over future schedules and access through a mobile app can help to ensure that the agents are with you as you start the WFM journey rather than against you. Seeking to gain insight and communicating clearly with all stakeholders from early on in the project is key. Most Teleopti customers see a reduction in shrinkage and attrition after implementing Teleopti WFM which reduces recruitment and training cost and can also reduce overall headcount requirement.

2. Ensure your forecasting is as accurate as possible

Understanding your customer demand is key to meeting your service levels and keeping your customers happy. A schedule perfectly tailored to an incorrect forecast will not do the job! Make sure that external factors are considered in your long and short-term forecasts, including strategic plans and ad hoc events. Make sure that your marketing team and other departments that directly impact your contact center volumes and handle times let you know when they undertake activities such as mailing campaigns so you can build this into your forecast plans and optimize your schedule accordingly. Keep an eye on your forecast vs. actual results from a long-term and intraday perspective to ensure that you can react to any trends that threaten to impact your schedule performance without resorting to expensive options like last minute overtime or agency staff. A balanced and consistent workload make for happy agents as well as satisfied customers.

3. Focus on the quick and easy wins that matter!

Shaving excess from the payroll is a sure-fire way of saving money, boosting efficiencies and keeping your CFO happy. This could take the form of reduced overtime, better annual leave planning removing the need to pay out for untaken leave or introducing more flexibility in the agent’s contracts.

Let’s assume that everyone in your 100-agent contact center works a 40-hour work week. How often do you actually need all of your agents working all 40 hours every week? What if you were to set up your WFM solution to give a range of hours between 38 and 40 hours? Shaving a mere two hours a week across half of your agents quickly turns into significant payroll savings: 2 hours per week x 50% of your agents x £15/hour x 52 weeks = £78,000 of payroll savings per year.  I’m sure you’ll agree this is one simple but very effective way to make incredible financial savings!

Now, look at your own contact center – what other ways could you use to reduce costs with the same number of people?  You’ll be surprised at the number of creative ideas you can come up with.

It’s time to take proactive action. Plan ahead, deploy the right technology and focus on some quick wins to drive ROI.  Follow this three-pronged approach and you’ll be rewarded with engaged and positive employees who in turn will help you meet the eternal challenge of delivering customer satisfaction and profitability.

Check out Teleopti’s free online Savings Calculator to reveal more about the savings could achieve in your own contact center through leveraging WFM.


Publish Date: July 6, 2018 5:00 AM

2021 Buyers Guide Inbound Call Handling Services


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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...
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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.


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.

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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.

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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.

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Jointly International Inc.

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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:

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* Helpdesk
* Virtual Assistant/Receptionist
* Answering Service
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MattsenKumar LLC

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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.

OpsTel Services

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


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.

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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

Tru29 Outsource Solutions Inc.

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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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Recent Blog Posts:
Data is everything in the new era of customer serviceMay 20, 2019 5:00 AM
Real-Time Adherence – the art of smarter schedulingMay 8, 2019 5:00 AM
Evolving employee engagement with Workforce Management (WFM)April 30, 2019 5:00 AM
Guest Blog: There’s a brighter future for contact centre agentsApril 12, 2019 5:00 AM
Centralized or de-centralized WFM: 5 ways to strike the perfect balanceApril 8, 2019 5:00 AM
How patient are your customers? Erlang A may have the answerMarch 25, 2019 5:00 AM
Evaluating if the integration between your WFM & CX platform will be a big “Yes”February 25, 2019 5:00 AM
The whole organization is a customer service center – not everyone knows it yet!February 4, 2019 5:00 AM
Resistance to change – the arch nemesis of customer experienceJanuary 22, 2019 5:00 AM
5 steps to supercharge your customer service with contextual intelligenceJanuary 7, 2019 5:00 AM

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