Forecasting
Use available historical and operational information to understand likely customer demand and required capacity.
MATCH CAPACITY TO DEMAND
Contact Center Workforce Management
One of the hardest problems in customer operations is having the right amount of capacity at the right time.
Understaff the operation and customers wait while agents absorb unsustainable workloads.
Overstaff it and the business carries unnecessary cost.
Contact center workforce management creates the connection between customer demand, staffing, schedules, service expectations and operational performance.
Calltastic incorporates workforce management into managed and advisory engagements to help companies build capacity around the work that actually needs to be performed.
Workforce Management Begins With Demand
Scheduling should not begin with a spreadsheet full of employee availability.
It should begin with the work.
How many interactions are arriving?
When do they arrive?
Which channels are being used?
How long does the work take?
Which skills are required?
Where are the peaks?
How much variation exists?
What service expectations must be supported?
The operating model becomes stronger when those questions drive the staffing plan.
Core Workforce Management Functions
Scheduling
Build schedules around coverage requirements, skill needs, channel behavior and operating hours.
Capacity Planning
Determine whether the existing workforce can support expected demand and where additional capacity may be required.
Intraday Management
Customer demand does not always follow the forecast.
Operations need a way to recognize meaningful variance and adjust when conditions change.
Performance Visibility
Workforce decisions should connect with service levels, customer experience, quality and productivity rather than being measured only as headcount.
Workforce Management Across Internal and Outsourced Teams
WFM becomes more complex when customer operations include multiple locations, outsourced providers, internal teams or global coverage.
Calltastic can help build a clearer view of who is responsible for which demand and how the pieces work together.
That may include U.S., nearshore and offshore teams depending on the requirements of the operation.
WFM Technology Is Only Part of the Answer
Workforce-management software can improve forecasting, scheduling and visibility, but the platform does not define the operating model.
Calltastic can evaluate WFM requirements in the context of the broader technology stack and help determine whether the current systems support the desired process.
Technology selection should follow the operational requirement.
When Workforce Management Needs Attention
Common warning signs include:
- persistent understaffing or overstaffing
- frequent overtime
- long customer wait times
- inconsistent service levels
- schedules disconnected from actual demand
- poor coverage during certain hours
- managers constantly reacting to volume
- unclear capacity requirements during growth
- seasonal demand that repeatedly overwhelms the team
- limited visibility across multiple support locations or vendors
These symptoms do not always require more people.
Sometimes the operating model needs better forecasting and control.
Common Questions
Frequently Asked Questions
What does workforce management mean in a contact center?
It is the discipline of forecasting customer demand, planning capacity, creating schedules and managing staffing against actual workload.
Can Calltastic provide WFM as part of an outsourced support operation?
Yes. Workforce management is part of Calltastic's Managed Operations and continuous optimization capabilities.
Can Calltastic help an internal contact center with workforce planning?
Yes. Workforce planning can also be addressed through advisory and consulting work.
Does workforce management include selecting software?
It can. If technology is part of the problem, Calltastic can evaluate requirements and support technology selection or implementation through its Technology Enablement capability.
How does seasonal demand affect workforce management?
Seasonality changes the expected demand curve and may require temporary capacity, schedule changes, cross-training or additional delivery resources.
Explore Related Services
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Build Staffing Around the Work
If customer demand and staffing never seem to line up, Calltastic can help evaluate the operating model, coverage requirements and workforce-management process behind the problem.