Using spreadsheets is still common in a small or a medium-sized call center. Now you may think that it would be better to manage and schedule your staff using the spreadsheets. The large upfront investment connected with workforce management software service providers often emerges as a major concern for the small and medium call centers.
It’s true that the investment linked with the conventional premised-based WFM software appear to be an important consideration. However, things are changing rapidly. The latest subscription-based and hosted software offerings can be a better choice to substitute the lowest cost choice of the traditional spreadsheets.
Before you choose any one, you require keeping in mind that inefficient schedules and forecasts will continue to cost your customer service much. The capability to handle personal preferences and exceptions as an important part of the schedules will be motivating the entire team. Hence, the need to have an improved system of scheduling arises.
With the use of the advanced WFM software system, you can take best advantage of the comprehensive call history. The use of the detailed data and the patterns will be able to help you add to the accuracy of the schedule and forecast. You can even build upon the skill-based routing into the schedule with the multi-skill system at place. So, it will be important to take a close look at your own call center operations. The staffing needs to make sure whether the low-cost scheduling spreadsheets will actually cost you less or more.
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