How To Manage Call Centre Shifts

/ Call Centre Software, Workforce Management

A modern-day call centre is a complex environment, with communication both inbound and outbound via conventional landlines, VoIP calls, videoconferencing, social media, email, live website chat, and SMS – to name just a few.

Managing a diverse workforce with specialisms in all of these different methods of communication can be challenging, but it’s important to put your best people on each communication channel, if you are to achieve the best results.

Daviker Workforce Management Software helps to ease the administrative burden of doing this, by automatically planning shifts that deploy the right selection of people, drawn from the optimal number of your workforce.

The advantages of this are several:

• Know that you have the right people for the job, whatever communication channels you use.
• Know that you have enough people for the job, without wasting on excess workforce costs.
• Know that your forecasts for each shift are based on full, accurate, up-to-date information.

Cost Savings

In terms of cost savings, automation of time-consuming tasks is always a positive step, as it frees up management-level individuals to work on more important issues elsewhere, saving labour costs at the highest level.

But by optimising your total workforce – both by making sure you have the people you need, and by making sure you are not paying for people to work shifts when they are not needed – Daviker Workforce Management Software can substantially increase your savings.

In all, you can expect to save as much as 30% on your workforce costs, compared with the cost of over-staffing when you try to predict your needs with calculations by hand.

Accelerated Accuracy

Most times in life, you have to choose between faster and better – but Daviker Workforce Management Software delivers both at the same time.

Installation is quick and easy, and you can immediately start making your first forecasts and collecting data to refine future forecasting.

Cost estimates are available to you on demand, in a matter of seconds, whenever you need them.

And you also have the flexibility to respond to absences or pre-booked holidays, in an intelligent way rather than a knee-jerk effort to call in backup from any possible source.

What If…?

Finally, Daviker Workforce Management Software gives you the ability to simulate scenarios, in order to determine what might happen if they were to become reality.

That allows you to predict the best possible performance level you could achieve with your existing resources, if everyone is scheduled at the right times and works to the best of their ability.

You can also program in your desired performance level, and the software will tell you what resources you need to achieve that level – allowing you to use the system for long-term planning as well as short-term shift scheduling.