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Workforce Management (WFM)

How to reduce attrition rates with Workforce Management

6 min read
Author Business Systems UK
Date Nov 14, 2016
Category Workforce Management

Reduce attrition rates with Workforce Management (WFM)

It’s simple – implementing the right call centre software solution such as a workforce management (WFM) system, which comes equipped with self-service functionalities can reduce absenteeism and reduce attrition offering your workforce a greater interest in what they do and a more flexible life style to meet their schedules. Some of the self-service functionalities which are available within WFM include:

  • Workforce Management: Holiday Planner

This functionality automates the time off request process, with an instant notification of request acceptance or denial. Agents are also able to easily view their remaining leave allowance, and request holidays. In line with service level targets, requests are instantly and automatically acknowledged, denied or placed on a waiting list for team leader acceptance.

  • Workforce Management: Shift Trading

This functionality allows agents to trade shifts with or without team leader intervention, all whilst maintaining staffing level requirements. Agents are able to view their current schedule via a portal (as well as that of other team members) where they can make shift trades and enter over time availability. This functionality improves overall workforce planning and resource planning. Through this portal, agents can also view their performance report with metrics available to view such as number of calls answered and average call duration.

  • Workforce Management: Overtime Availability

This functionality automates overtime management allowing agents to enter their overtime availability (usually through a user-friendly portal), at the start or end of their shift – or even on a day off, allowing the agent to earn a little more money depending on their availability.

  • Workforce Management Schedule & Workforce Planning Optimisation

Scheduling, workforce planning and resource planning are key capabilities within WFM systems. These capabilities are the core components behind balancing operational efficiency and employee satisfaction, and thus in reducing attrition rates.

Scheduling and Optimisation can be achieved through the following WFM features including:

  • Workforce Management: ‘What-if’ scenario testing

What-if’ scenario testing and analysis is another feature of WFM systems which can be used to identify how many agents you need on a particular day as well as a focus on what skills they should have. Based on accurate forecasting, the scheduler can assign individual agent shifts instantly, helping ensure that with additional resources, your highest peak periods will be adequately covered.

  • Workforce Management: Intraday Management

Eliminating the unwanted ‘element of surprise’ in a contact centre when an unexpected event occurs, intraday management rebalances each day’s workload with available human resources in order to maintain a good service level. As well as this, intraday management also keeps track of workloads across all channels (such as web, email, phone etc.) and manages the allocation of agents to each ensuring efficient workforce planning.

  • Workforce Management: Real-Time Adherence

Real-time agent adherence is another feature of WFM systems which compares planned agent activity to the actual activities taking place throughout the day. This feature can also provide real-time views of forecasted v’s actual call volumes, handle times and other key performance indicators providing managers with a breakdown of adherence by activity.

As Scott Budding, Workforce Optimisation consultant comments: “WFM systems are designed to improve service levels and with the right planning and implementation the contact centre can revel in a happier management team, happier customers and ultimately happier agents”. In summary – a good result!

For more information on workforce management technology check out our Advice Hub >

*What does the contact centre look like in 2016? –