Workforce Management: Many companies are investing in analyzing customer experience data ( Customer Experience ) to innovate and seek alternatives to expand profits.
But these initiatives only provide good results if there is information that helps improve employee performance. Therefore, it is worth implementing Workforce Management – WFM (Management of the Workforce).
In this post, we will highlight what WFM is, how its implementation works, its benefits, and how to engage employees using this productivity solution, cost reduction, and excellence in customer service. Check out!
What Is Workforce Management?
The expression, translated as “Management of the Workforce,” consists of a platform with technology solutions (systems) and specialized services developed to manage its human capital with maximum efficiency to improve the service to the target public at a lower cost to the client.
WFM can be used, for example, to scale a contact center team, improving the customer experience (Customer Experience – CX). For this, it uses forecasts and scenarios that take into account several aspects:
- demand;
- seasonality;
- skills needed for each work shift;
- metrics for each employee;
- turnover.
Why Workforce Management?
The contact center sector is one of those that most need the implementation of a Workforce Management solution, considering the particular challenges of the segment.
Managing a call center is especially difficult due to seasonality, variable call volume, and types of incoming calls. It is also necessary to consider the competencies of each operator when forming service teams.
By dealing with many different situations, whoever has customer service needs to work with a variable amount of workforce. How to always be prepared to offer a positive customer service experience?
An error in this calculation can cause problems in the company’s climate (due to overwork) and additional labor costs (such as night hours and overtime) — which can waste the organization’s working capital.
Those who outsource these services should also be concerned, given that contact center solution providers charge flexible monthly amounts according to the requested configuration.
Is your company paying for what it doesn’t use? Is it underestimating the real demand? What about the productivity of each operator? Which is the most productive? Who performs poorly? What is the ideal maximum waiting time for each call so there is no system bottleneck? What are the types of calls according to each time slot?
To have human capital performing at a level of excellence, the manager needs reliable references to compare the ideal level (target) with what his team is presenting (reality).
Consumer behavior should also be analyzed to guide processes and measure satisfaction (Customer Experience Analysis ). And to do all this, you need a Workforce Management (WFM) solution.
What Does Workforce Management Bring To A Company?
Workforce Management offers several benefits. We highlight a few below!
Hour Control
A complete WFM solution provides detailed control over compliance with working hours, breaks, and other activities. Always evaluate the productive capacity of the teams to reduce overtime and overpayments.
Cost Reduction
You can maximize service capacity and reduce downtime by strategically allocating teams at the right times. This measure immediately reduces waste and, consequently, unnecessary additional costs.
Proper workforce management is critical to maintaining economic sustainability in a time of economic instability.
Increased Employee Satisfaction
This is a consequence of the previous benefits. Employees are safer when they know the schedule of hours and days off in advance and when they know that there is a correct workload distribution.
A Workforce Management solution helps with the complex task of planning shifts fairly — which already prevents internal conflicts that reduce your team’s productivity and efficiency. All this positively impacts the organizational climate.
Retaining Talent
With real management of work and people (as in the allocation of employees according to the demand curve), it is possible to define clear rules that avoid misunderstandings, improve the company’s environment and help exploit the potential of its employees.
With greater predictability in workforce management and increased service capacity, the company creates an atmosphere that facilitates talent retention, which is essential to stand out in the market.
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