Having the right amount of agents scheduled for the right day and the right time is crucial to any call center’s profitability. That’s why workforce management (WFM) systems can and should be considered mission-critical WFM technology. If the system you use to forecast and schedule agents is not advanced enough, or if your center does too many of these forecasting and scheduling processes manually, the failure to quickly and accurately staff your call center will cause excess pain in the long run in the form of either higher costs or lower productivity, or both.

Not every workforce management system is exactly alike. The majority claim to offer the same features and settings, but the real test is how effectively said features and functions perform. Unfortunately, this can often be difficult to figure out until after the WFM system is installed and in use, at which point there’s no going back.

Many call centers that buy WFM solutions are later dissatisfied with the software and services provided to them. In one instance, a well known retailer bailed on three different WFM systems in a span of six years because the software was missing key functions, as well as the ability to change and adapt to the call center’s needs. Another time, a catalog company needed to make a switch because it’s legacy platform couldn’t store and process enough historical call data, in order to create accurate forecasts.

To make sure you’re buying the right solution for your organization, ask these nine questions before purchasing a workforce management system and avoid a mistake that will cost your company serious cash.

1) Does the system produce a single optimized schedule?

Some WFM systems create a basic schedule, then your analysts need to take time to tweak that schedule to allow for breaks, lunches, meetings, training sessions, vacations, etc. This takes up valuable time, risks errors while inputting information, and makes every schedule that needs to be created a tedious process.Furthermore, it could negatively impact service levels from lack of consideration of these variables during the process of schedule optimization. Look for a solution that will automatically add these breaks and such when creating a schedule. After all, you are purchasing sophisticated mission-critical WFM technology. It should be able to easily generate a single optimized schedule.

2) Does the system collect enough data to produce accurate forecasts?

Most WFM scheduling systems can’t retain more than sixteen weeks of historical inbound call data in order to produce an accurate forecast, and most do not collect information about marketing campaigns, billing cycles, or other things that can alter a center’s call volume. Attempting to create an accurate forecast without these variables being taken into account is comparable to trying to balance a checkbook without knowing all of the purchases made. Search for mission-critical WFM technology that can store and use years of information to generate the most accurate forecasts possible.

3) Can the software take into account special events when forecasting call volumes?

In environments where the amount of work available can vary because of special events like catalog drops or discount offers, the best way to guarantee adequate staffing is with a WFM suite that is able to electronically generate estimated call volume, based on how something similar affected the call center in previous times. In a situation where something like a TV ad or a direct mail campaign can produce more calls, the ability for your mission-critical WFM technology to be able to forecast proficiently can be the difference between making or losing money.

4) How long does it take to generate forecasts and schedules?

It depends on the workforce management system. Some less efficient ones may take to 8-10 hours to forecast call volume, create schedules, and determine staff quantity, while more advanced systems may only require a few minutes. A lot of the time, the architecture of the software matters, along with the way the call center is set up.To determine whether you’re looking at a dud or the valuable mission-critical WFM technology you can depend on, ask the provider to run through a practice forecast with a year’s amount of your data, and time it.

5) Can you automate tasks that must be performed repeatedly?

Creating and dispensing call volume forecasts, activity reports, and agent schedules can take up about 50% to 60% of a call center administrator’s day… that worktime can be cut in half. The best mission-critical WFM technology can set those processes up with shortcut wizards, and the option for scheduled self-execution of programs can take half a day’s work and finish it with a few clicks. The self-executing ability makes it possible to create and share information quickly, without having to pause for user input.

6) Can the software reoptimize same-day schedules when absences or unplanned meetings occur?

When it comes to call centers, all it takes is a little nuisance to throw a monkey wrench into a daily schedule. Things like unplanned meetings, agent absences, or fluctuations in call volume demand current-day schedule changes, and it’s important to possess quality intraday optimization tools that make the job a lot easier. Find out if you’re investing in mission-critical WFM technology with intraday functionality built-in, or if intraday management requires a separate tool from a 3rd party vendor. The wfm system you’re pursuing should be able to re-assess staffing requirements for the current day, change breaks,work assignments, and lunch times online, and be able to notify agents with e-mails or messages to nullify having to print and hand out new and improved schedules.

7) Is there an integrated vacation planner, and can it adapt to your needs?

This test comes in two parts. First, the module for planning vacations should be able to mesh with the WFM software on hand, to confirm that vacation spots get created accurately, and that they’re sent to agents without the need for manual input. Second, it should be able to configured exactly for your company policies, and staffing structure. Modern mission-critical WFM technology should be able to accommodate things like a Wednesday to Tuesday work week, as well as options like generating vacation slots based on shift type, skill set, and a single or several call centers.

8) Are busies and abandoned calls considered in calculating requirements?

WFM Systems that can’t comprehend busy and abandoned calls will typically over-staff your contact center. Staffing can take up around 70% to 80% of operating costs, so overstaffing can end up wreaking havoc on your budget. It’s like an airplane that leaves the airport without all of the seats filled: there won’t ever be a chance to recoup the money that you lost. The best mission-critical WFM technology incorporates algorithms that account for busies and abandoned calls in its calculations.

9) Is the system scalable?

Some workforce management solutions need forklift upgrades once call centers reach a certain size. Not only is this more costly, but it’s a headache for administration. Your mission-critical WFM technology should be able to scale with your company as it grows. You shouldn’t have to rip it out and replace it with an entirely new system once you reach a certain size threshold.

About Pipkins

Pipkins Inc., founded in 1983, is the leading supplier of workforce management software and services to the call center industry. Its Vantage Point product enables managers to solve the complicated operational issues in today’s multi-faceted call center environment. Pipkins’ systems forecast and schedule more than 100,000 agents in over 300 locations across all industries worldwide. The company is headquartered in St. Louis, Missouri.