Is there an optimal use for spreadsheets? Perhaps – for a call center where the call flows are the same every hour of every day. Unfortunately, such a call center does not exist. When call volume changes, spreadsheets are insufficient.
Here are 5 ways that WFM represents a quantum leap forward in forecasting and scheduling:
- Flexible Schedules – spreadsheets are fine for fixed schedules – but call center schedules rarely stay fixed. A WFM system provides the flexibility to manage start times, end times and break times.
- Call History Forecasts – the most accurate call forecasts are those that rely on call history data. This can be done manually with a spreadsheet, but it’s much faster and more accurate to work with real-time and historic call data collected by a WFM system.
- Adherence Tracking – tracking and schedule adherence are difficult, if not flat-out impossible, with just a spreadsheet. Spot-checks are fine as far as they go, but without the real-time tracking provided by WFM there is a higher risk of over/under staffing, shrinkage and missed service levels.
- Forecast Simulation – WFM allows for more detailed and accurate forecast simulations.
- Exception Handling – All exception considerations are handled automatically through WFM. Spreadsheets cannot match this speed and efficiency, which results in unhappy agents and higher shrinkage.