Article published by : Pat Symcox on Thursday, March 29, 2012 - Viewed 837 times


Category : Customer Service

Workforce Optimization a great need for Midsized Call Center

Call center industry is ruling all the phases of a customer oriented business. Today’s business always demands for an outsourcing industry that delivers their brand with a special touch of care and satisfaction. The contact centers therefore are in the top list in delivering their demands with a special attention to lead the businesses with their help of their resources i.e. their agents and the technology. To maintain the stability in the management and business operations, the workforce optimization (WFO) concept is highly appreciated for smooth business streamlining. For example, this special platform in the call centers embraces, hiring the best people, getting the adequate figure of staff in place each half hour, increasing schedule observance, tracking performance numbers and many more.

The necessity of Workforce Optimization

A call center handles multi fold processes and diverse group of people such as callers, the agents who handle the calls, and the managers who supervise them. For the agents it helps them to supervise them in solve their problems, managing their inquiries, and treat them as valued assets. There are some specific tools that help to deliver WFO. These are:
Workforce Management (WFM)
Quality Monitoring (QM)
Agent Desktop Tools
Supervisor Desktop Tools

The lifestyle at these offshore call centers is balanced because employees can record their preferences in the staff planning process and thus help plan their own working times. The results are always rewarding as the level of unnecessary stress, burn-out and downtime becomes negligible. For instance, the human resource department uses its value in efficient staff scheduling and precise control of working times via a standardized system.

What Does WFO Convey?

This platform is usually a great resource to analyze the metrics from the various departments. It would be a great achievement for the calling agents to take more responsibility for their schedules and conducts when evidence is readily accessible and feedback is steady. All the business establishments either small or midsized, can utilize these tools that will certainly assist help them augment healthy operations and guarantee success.

Once these planning and management tools are easy to access, the medium business centers can focus on delivering value to clients and their callers, maximizing net profitability, employee retention, and market share. It leads to concrete welfare and a remarkable return on investment. It is therefore advisable that your mid-sized business needs a proper directions and optimization for your treasured resource — your employee.

Keywords: Call center services, Call center, call center outsourcing services

By: Pat Symcox

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Article ID 1000621 (Views 837)

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