Call Centre Rostering & Workforce Management Software

Accurately schedule shifts to optimize customer experience by having the right people, at the right time, available for the customer enquiries.  

Cut costs by increasing employee satisfaction and retention in your contact centre. Staff appreciate having the correct workload and the modern worker is focused on shift flexibility, and give your staff the flexibility with their own portal and app login.

Automate your business processes with a modern workforce management system that also integrates with your payroll processing platform to smooth worker compensations. 

Workforce Management software is a scheduling tool that optimises your team's working hours to make best use of resources and improve customer experience. It automates the mundane tasks that are associated with roster management and allows you to free up and manage time for your management team to focus on other tasks, whilst ensuring that the team is equipped to meet your customer service goals.

When it comes to rostering for call centres, you want to be using historical data and live data from the contact centre to forecast interaction volumes, wait times, handle times and subsequently the number of staff required to meet your customers' expectations.

There are key items to understand before beginning the process. 

• The number of employees available 
• The skill sets that are required and the employee split across these. 
• The workload including the average handle time 
• Interaction patterns – when and how frequently new interactions enter the contact centre 
• Shift profiles – how the working day is configured including opening time, scheduled breaks, meetings, training and finally the closing time. 

• Employee availability – what hours an employee can work, how they are contracted and any rest times that are involved for employee work-life balance. 

Who wants more manual tasks that can only lead to time-consuming processes and increase the likelihood of making mistakes? By using an automated system, you can reduce the staff hours spent on mundane task management and allow them to generate schedules that can be seamlessly delivered to staff via email, SMS, or calendar integration.

In short, yes! Workforce Management (WFM) software is beneficial for hybrid call centers as well. It helps in effectively managing staff schedules, optimizing resources, and ensuring smooth operations whether agents are working remotely or on-site. WFM tools enable accurate forecasting, scheduling, and monitoring of agent performance, ensuring consistent service levels and customer satisfaction. Ultimately, WFM software can ensure efficient employee management in hybrid call centre environments, ultimately enhancing productivity and performance.

The cost of workforce management software depends on features and providers. Basic packages may start at around $5 per employee per month, while more comprehensive solutions could range from $15 to $50 per employee monthly. Additional expenses may include implementation fees and customization costs. Enquire today to find out how much our software could cost you!

Workforce management software streamlines scheduling, time tracking, and payroll processes. It enhances productivity by automating repetitive tasks, reducing errors, and ensuring compliance with labor regulations. With real-time insights, you can optimize staffing levels, allocate resources efficiently, and forecast future needs accurately. Employees benefit from transparent schedules, easier time-off requests, and improved communication. So, workforce management software boosts efficiency, saves time, and enhances satisfaction for both managers and employees.