Work Force Management For Call Center Services

Work Force Management (WFM) is a process or method by which you manage the call center manpower through technology

. The big advantage about this method is that it eradicates the manual deployment of labor. As a result of this, there are less errors in scheduling work shifts or assignments for the BPO agents. There is increased efficiency in the process, along with better productivity. WFM does not leave any room for unproductive pockets in the flowchart of work. More call centers these days are using WFM software to improve their performance. It is a modern trend that clients and business firms want to complete the telemarketing cycle before the scheduled time frame. If you want to push towards that kind of a schedule, you will have to employ software like WFM to manage the flow of work.

There are various ways in which the Work Force Management can manifest itself. Let us start with the customer service department. When the callers dial the number of your inbound call center desk, they have certain queries or complaints. They may also be in need of additional information. WFM software allows the receiving agent to take the calls without wasting time looking around for information. When the caller's name and number flashes on the screen, if it's listed as a customer, the services/products that he/she has purchased flashes on the screen of the agent. The agent can immediately find out the background of the caller, without the caller having to explain anything. The answering service agent can also inform the caller about what he/she wants to know. WFM makes it possible for the agent to have all the information at the click of a mouse. Hold time is reduced and the rate of First Call Resolutions (FCR) goes up.

Work Force Management is a big help at the outbound call center desk. When lead generation agents call up prospective customers, they need information about the contacts. The information may range from their buying patterns to their income levels. These help the BPO agent address the call better. WFM enables the agents to push forward telemarketing products based on the price tags on them. If they know the affordability of the produce in the consumer market that they have targeted, they can do a better job with the cold calls. Formulated data can help the agents in cross selling and up selling as well. When they know the buying patterns of the existing customers that they are calling, they know which customers can afford to buy the new launches of the existing line of products/services.

At a time when the business firms of USA and Europe are concerned only about quality work at call center services, WFM is just what the doctor ordered. WFM equips the call center with tools to pave the way for improvement. BPO companies are working overtime to get the WFM click for them. Many of the call centers that are not using the technology as yet, as getting WFM on board. As a telemarketing services provider, you have to be information-rich and also data-rich.

by: Jems Hug

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