Let's waste no time. The ultimate success and lasting sustainability of any contact center relies heavily on effective workforce planning and management.
No call center is perfect when it comes to forecasting and scheduling. Even with advanced technology, statistics, and Workforce Management software there are too many uncertainties that impact the call center on an interval level. The goal of any forecaster or planner is to strive to be as accurate as possible in their forecast of requirements and scheduling their associates. Carelessness in doing so can result in heavy costs for the company. Although it may seem obvious how understaffing can negatively affect the call center, there’s a high cost in overstaffing as well.
Contact center staffing, commonly referred to as Workforce Management, is one of the most critical functions of planning and managing a call center. Since the majority of costs associated with the call center are attributable to personnel, it is imperative to get just the right number of staff in place. Overstaffing results in spending needless dollars, while understaffing results in poor service, over worked staff, and the risk of lost revenues.