10 Best Practices for Call Centre Workforce Management

This blog summarizes the key points from a recent article by David McGeough at Scorebuddy, where he provides 10 best practices to help improve efficiency, manage fluctuating call volumes, keep agents engaged, and deliver a consistent customer experience.

Running a call centre requires balancing customer demand, agent availability, service quality, and team engagement. Scheduling issues or sudden spikes in call volume can lead to frustrated customers and overworked agents. This is where effective workforce management (WFM) practices come in.

WFM is the strategic approach to optimizing operations through:

• Demand forecasting
• Staff scheduling
• Performance tracking

It ensures that the right agents are available at the right time to meet customer needs while maintaining service levels. Beyond just scheduling, WFM includes real-time monitoring and data-driven decision-making.

With 93% of teams recognizing rising customer expectations, effective WFM is crucial now more than ever, especially with the growing trends of:

• Remote and hybrid work
• AI and automation impacts
• Increasing compliance demands

10 Best Practices for Call Centre Workforce Management

1. Build a Strong Workforce Management Foundation

A well-organized WFM team is essential for smooth call centre operations. Without a clear foundation, scheduling issues, agent burnout, and customer dissatisfaction can quickly arise.

How to Start

Set up processes for forecasting, scheduling, and monitoring performance, and create policies around shift bidding, breaks, and scheduling.

For larger organizations, consider establishing a dedicated WFM team. Integrating QA software with your CRM offers real-time insights into agent performance, helping you identify areas for improvement.

2. Use Data-Driven Forecasting to Optimize Staffing

Effective forecasting balances service levels and costs. For better staffing, you should deploy predictive analytics and historical data, such as interaction volumes, handle time, and seasonal trends.

Track important factors like holidays and marketing campaigns that affect staffing levels. With WFM and QA tools, you can create accurate forecasts, minimize staffing errors, and optimize shift planning.

3. Train Agents Across Multiple Channels

Customers today expect support through various channels, including phone, chat, and social media. Training agents to handle different platforms ensures smoother operations and better customer experiences.

This multi-channel flexibility improves scheduling and reduces bottlenecks, boosting agent productivity and enabling quick adaptation to customer needs.

4. Monitor Real-Time Adherence to Schedules

Real-time adherence (RTA) is crucial for maintaining service levels. Track key performance indicators (KPIs) like logins, break times, and schedule adherence to monitor agent performance.

With WFM and QA tools, deviations can be spotted quickly, allowing for immediate feedback and adjustments to workloads.

5. Track KPIs and Act on Insights

KPIs offer a snapshot of your call centre’s efficiency and service quality, but tracking the right metrics is essential.

Focus on service levels, abandonment rates, and first-call resolution to gain valuable insights into performance. Regular analysis of these metrics helps identify areas for improvement and drives meaningful action.

6. Prioritize Employee Engagement for Better Performance

A motivated workforce leads to better customer service. By offering incentives, flexible work options, and professional development opportunities, you can improve agent morale.

Understanding what motivates your team and offering room for growth keeps agents engaged, fostering a positive work environment and a higher level of customer satisfaction.

7. Leverage AI and Automation for Workforce Efficiency

AI and automation tools transform WFM by streamlining scheduling, forecasting, and real-time adjustments.

Use AI to predict call volumes, suggest optimal staffing levels, and automate routine tasks, freeing up agents for more meaningful work.

AI-powered QA tools also improve compliance by automatically analysing interactions for potential issues.

8. Stay Compliant With Labour Laws and Regulations

Compliance with labour laws and industry regulations is vital for avoiding costly penalties. Workforce management software with compliance tracking ensures that your scheduling practices align with legal requirements.

Regular training helps agents and supervisors stay informed, ensuring the correct implementation of labour policies and AI governance.

9. Adapt Your WFM Strategy for Remote and Hybrid Teams

Remote and hybrid work environments require more flexible WFM strategies. Cloud-based WFM tools facilitate real-time performance monitoring and virtual training.

Promote collaboration within the team to maintain engagement and efficiency despite working from different locations and time zones.

10. Implement Multi-Generational Workforce Strategies

Managing a multi-generational workforce requires flexibility in scheduling, communication, and training approaches.

Tailor your WFM strategies to accommodate different preferences for learning, motivation, and work styles.

Addressing the needs of Gen Z, Millennials, Gen X, and Baby Boomers ensures higher job satisfaction and retention across the board.

How to Implement WFM Best Practices in Your Call Centre

Improving workforce management requires building a solid foundation and utilizing data to continuously refine your processes.

Gather feedback from both agents and performance data to refine your strategy, fostering a culture of improvement.

Without ongoing assessment, your call centre risks stagnation, which can negatively impact agent morale and customer satisfaction.

This blog post has been re-published by kind permission of Scorebuddy – View the Original Article

For more information about Scorebuddy - visit the Scorebuddy Website

Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper.

Author: Scorebuddy
Reviewed by: Jo Robinson