What is Cloud Call Center Workforce Optimization (WFO)?
Early in my career, I worked as a high-school coordinator, responsible for scheduling classes for the entire academic year. The school provided key inputs upfront: course requirements with weekly hours, teacher availability (especially for part-time staff), restrictions such as not allowing the same subject to be taught for more than an hour consecutively, daily school hours, and fixed holidays.
Initially, I attempted to create the schedule manually, exploring various options, but repeatedly hit dead-ends due to the complexity.
Eventually, I decided to write a program to automate the scheduling process. Within just half an hour, the program generated a complete schedule that met all the specified requirements.
This is precisely what Contact Center Workforce Optimization is all about, and it is no different in a call center. Only the constraints and requirements are different in a call center, and an integrated WFO will considerably ease the operations of a call center.
What Does WFO (Workforce Optimization ) Call Center Mean?
Call center WFO is about making a call center’s team more efficient and effective. By improving technology, processes, and people-focused strategies, call centers can provide a better customer experience while reducing costs. The goal is to improve overall performance while providing a positive customer experience.
In order to achieve this, call centers need to focus on using the best technology available, streamlining processes, and developing strategies that empower their team members. With these improvements in place, call centers can provide a better customer experience while also lowering costs.
Features of Call Center Workforce Optimization
WFO for call centers has several features, including Workforce Management (WFM) Solution, Quality Monitoring, and Performance Management.
Let us look at them in detail in this blog.
1. Call Center Workforce Management
It includes demand forecasting like the call volumes based on historical data, special events, and possibilities of infrastructure and equipment failures. Then, you can schedule the appropriate number of agents for a particular process, considering the agent’s availability, skills, average handling time (AHT), and customer interaction patterns.
Besides, it boosts the morale of the employees for nobody is overloaded at any point in time. They can also request time off, bid for a particular shift, or swap shifts using the Workforce Management tool.
2. Quality Monitoring
Quality monitoring ensures that you provide your customers with the best possible interaction every time they call.
How do you go about doing this?
You do call recordings and screen recordings. With analytics, this would allow you to figure out how efficiently an agent has handled a customer interaction and how optimized the solution was. Do they match the expectations? Besides, it would allow you to identify the gaps and upskill the agents to improve the customer experience.
You should send out a customizable review of the resolution offered to the customers as an automated voice message to rate their experience.
3. Performance Management
Performance management dashboards give you an insight into how your customer service operations are impacting your revenue. You look at automated data collection, where you get to see all the latest information about a customer – their interactions across channels, and information from the CRM on the types of products and services they have available. This would allow you to understand how best you can interact with them in maximizing your revenues.
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