How often do you hear these words in an office, when managers would rather stay with what is familiar than change to something that will make their lives easier and their business run more efficiently?
Why else would so many contact centers still use spreadsheets for scheduling, rather than switch to an automated workforce management (WFM) solution? The advantages to doing so are many – and will be obvious from the first day with the new system in place:
- Flexibility – Spreadsheets are fine for fixed schedules, but what happens when the schedule refuses to stay fixed (which, let’s face it, is most days)? With WFM, it’s easy to manage flexibility with start, end and break times. Result? Less idle agents, and better customer service.
- Skill-based Call Routing – Customers appreciate when their calls are received by the agents most qualified to handle them. Inclusion of skills is handled automatically by WFM, so it’s easier to fill each shift with fewer agents, but with those who have the requisite specialties to handle every customer encounter. Spreadsheets can’t keep up.
- Tracking Adherence – With a spreadsheet a few limited spot checks are possible, but WFM delivers real-time adherence monitoring and analysis. That results in lower shrinkage and improved service levels.
- Exceptions – They happen every day, but they complicate the spreadsheet process to the point where most requests will be turned down. Agents at a call center with WFM will find their exception considerations handled more graciously. That means happier agents – and happier agents mean happier customers.
- Saving Time – With WFM, managers can save as much as 25% off the time they devote to creating schedules with spreadsheets. That’s 2 hours from every 8-hour day.