Workforce Management software Outdoes Spreadsheet Scheduling

For small and medium sized call centers in India, utilizing workforce management software is often prohibitively expensive. Frequently, this means that call centers are forced to use cheaper alternatives like spreadsheets in their scheduling strategy. While the cost of using spreadsheets may appear at the surface level to be beneficial for call centers in India, it has become apparent that this outdated and inefficient method is in reality costing you more than you may realize.
Workforce management suites provide a number of advantages to this method obsolete, not only have the powerful benefit that your employees enjoy, but will save you money in the long term. Without a workforce management solution, it is impossible to consider the behavior of your India call center agents, for example, to track the schedule of compliance is almost impossible. Schedule of compliance failures can cost a lot of money call centers each year, as every minute of your India call center agents are directly translated to the time the client cannot be helped.

Planning skills is also much more difficult to draw with the method of the spreadsheet, adding another point of ineffectiveness. Workforce management programs to ensure that officers write to the scene at the right time and take account of someone with the right skills to keep the conversation on the phone at any time.

Perhaps more importantly, the current solutions WFM shave hours from the time a manager spends a week to schedule, monitor agent performance, creating reports and process scheduling conflict. With the hosted model in call centers in India, they are very quick, easy and affordable to implement.

Staffing is the most expensive resource in the budget of the call center 80 percent complete. Therefore, even a 1 percent increase in productivity significantly impacts the bottom line. The software management staff instead of a computer center responsible for the strategy of Appeal may quickly identify problems with staff and proactive to stop the entire customer service better.