When the right people are set for the right job at the right time, any contact center can expect that the comprehensive workflow of their operations will experience a surge in productivity, along with opportunities for even more growth. However, with different business models and functions, the volatility of the work environment and the global landscape it seeks to serve can bypass even the most effective internal management.

In today's fast-paced environment, many employers struggle to manage their workforce due to the myriad of business processes and functions that continue to evolve as a company grows. This is where workforce management comes in, with the stability and security it promises and delivers by facing the challenges of a contact center head-on with a sense of urgency and priority.

With a workforce management system, the external and 24/7 demands from a contact center are addressed with greater focus through their main business functions, given enough liberty to center their efforts on the work that matters. By implementing a workforce management system, contact centers can streamline their operations and focus squarely on core business functions. These systems effectively handle the round-the-clock demands placed on contact centers, enabling teams to dedicate their efforts to critical tasks without being bogged down by administrative burdens. Effective workforce management is paramount for contact centers aiming to optimize productivity and capitalize on growth opportunities.

What is contact center workforce management?

To meet and go beyond customer demands, contact center workforce management ensures that its processes have the right people for the right job at the right time. The very essence of a workforce management system is centered around efficiency and achieving goals on time with minimal expenditures.

As a basis for a contact center’s workforce management, the term “service level” is utilized, and it is determined by the organization based on a set number of milestones on cost-effectiveness, client satisfaction, and expectations. This ensures that a BPO contact center can duly deliver on its service level agreements (SLAs) without compromising its processes and the well-being of its agents.

It places prime focus on catering to the needs of a client without placing the contact center and its agents’ workflow at risk, and it does so by streamlining the business processes and functions through workforce management.

Why is workforce management important in contact centers?

In a contact center environment that’s continuously changing with all its dynamic factors, employing workforce management would be the key to business success and growth. The following are the components of a contact center that uplift the overall course of the business:

Customer Experience. The customer experience determines the trajectory of the contact center’s success. With workforce management, a contact center can ensure the optimum consistency and quality of customer service.
Agent Engagement. Ensuring engagement on both ends of the line leads to overall satisfaction for both agents and customers. The happiness of an agent indicates the likelihood of them staying due to the ensured work-life balance established by the workforce management.
Operations. In support of the agents in meeting the demands of their clientele, adequate training equips them with the proper skills and knowledge, while agent scheduling empowers them to maximize their time.
Budget. Workforce management properly allocates agent capabilities to responsibilities. In turn, the contact center prevents the wastage of labor resources due to overstaffing, hence maintaining an adequate and fair share in the effort to deliver the company’s services.

Five benefits of workforce management for contact centers

Workforce management systems offer numerous benefits for contact centers, enhancing operational efficiency and employee satisfaction. The following are the five main benefits of employing workforce management for contact centers:

How to find the right contact center workforce management solution

Finding the right partner to offer their contact center workforce management solution is a matter of determining what outsourced business entity will co-manage your contact center with you. And the term is ‘partner,’ establishing that the relationship is a mutual effort to push for business growth.

However, not all solutions provide this kind of approach to their service. Some would only “offer” their service and end it there, without having to learn the internal process of the contact center, and there are even those who offer the same level of service as a genuine partner, but for an extra charge.

When searching for a true partner, ensure that they’re not just in it for the success of their service alone, but for the success of their service with your contact center. They add value to your company without having to add more value to the receipt you’ll end up with at the end of each transaction with them. A true partner considers consultation and professional services as part of their solution, not just an add-on.

How Reliasourcing helps with workforce management

Reliasourcing stands out as a leading provider of tailored workforce management solutions, offering a comprehensive suite of services designed to enhance operational efficiency and regulatory compliance for businesses across various industries. Central to our offerings is expert management of work authorization documents, ensuring that all necessary paperwork is meticulously handled to meet legal requirements.

We also prioritize compliance by staying informed of evolving regulations, thereby minimizing employment liabilities and safeguarding clients from potential legal issues. In addition to these critical services, Reliasourcing takes on the responsibility of managing tax obligations, providing businesses with peace of mind, and allowing them to focus on their core operations.

Our commitment to client success is further underscored by our ability to expand credit terms, facilitating smoother financial transactions and fostering long-term partnerships. Moreover, our support extends to assisting with mobilization efforts, ensuring that workforce transitions are seamless and efficient. By lightening the administrative load associated with these tasks, Reliasourcing enables businesses to allocate resources more strategically and achieve sustainable growth.

As a dedicated workforce management partner, we combine expertise with a client-centric approach to deliver solutions that drive operational excellence and regulatory adherence.

Summary

In today's dynamic business environment, the efficient alignment of personnel, timing, and tasks is crucial for maximizing productivity and fostering growth within contact centers. However, achieving this synergy amidst the complexities of diverse business models and global landscapes can be challenging even for the most adept internal management teams.

The abundance of data available further complicates effective workforce management, necessitating a solution that can handle these challenges with urgency and precision. Enter workforce management systems, which provide stability and security by addressing the diverse demands of contact centers 24/7, allowing businesses to concentrate on core functions.

These systems streamline operations through efficient scheduling, robust attendance tracking, and insightful data analytics, ensuring optimal resource allocation and compliance with service-level agreements. By prioritizing customer experience, agent satisfaction, operational efficiency, and regulatory compliance, workforce management systems not only enhance operational efficiency but also lay the groundwork for sustained business success and development.

The 2024 Guide to Contact Center Workforce Management