Workforce Scheduling Software Improves Service Levels

The most important thing a call center can do to improve its service levels is to implement workforce scheduling software

. From first call resolution rates to average speed of answer (ASA) to average handling time, workforce scheduling software has a proven track record of boosting service levels across the center.

Why? Because workforce scheduling software is automated and relies on capturing, analyzing, and utilizing massive amounts of data to help call center managers improve service levels. Manual processes simply cant measure up.

Of all of the service levels call centers track, five of the most important are:

First call resolution rate

Cost per contact

Agent utilization

Customer satisfaction

Aggregate call center performance

Workforce scheduling software improves these service levels, among many others, by:Precisely forecasting demand. Workforce scheduling software uses historical data to accurately predict the number of agents needed to handle the center's volumein real-time as well as predicting future call volume, handle times, agent occupancy, first call resolution rate, and other service levels. Workforce scheduling software also enables managers to forecast agent requirements based on service level agreements, as well as refine forecasts and performance goals based on collected data.Smarter work schedules. Develop work schedules that balance forecasted call volume against the availability of agents, shift availability, projected costs, and service level agreements. Workforce scheduling software works in tandem with the ACD system to modify agents schedules on the fly based on call volume fluctuations that could otherwise have a devastating effect on service levels.Schedule optimization. Create staffing schedules that optimize a wide range of critical success factors, such as agent skills and availability, breaks and holidays, skill types, historical and predicted call volume, budgets, and service levels. Skills-based scheduling and routing processes enable call center managers to assign skill levels and types to individual agents, and then automatically route a specific type of call to a specific agent who will best be able to resolve the customers issue quickly and more effectively.The ultimate result of using workforce scheduling software? Client satisfaction. More sophisticated, automated systems lead to better performance which, in turn, leads to a significant increase in service levels. The call center saves money by running a more efficient operation based on actionable intelligence in real-time.by: monet software

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