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Knowledge of Workforce Management Software to Improve the Effectiveness of Call Centre

by Anamta bnn
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Managing call centres can be quite challenging due to their ever-changing nature. Call centre managers often struggle with finding the balance between agent performance, productivity and customer satisfaction. To address this challenge, workforce management software (WFM) proves to be a tool. WFM helps optimise the operations of call centres by managing both technological resources, ultimately enhancing customer loyalty and satisfaction.

What is Workforce Management in a Call Center?

In a call centre, workforce management (WFM) refers to the process of planning, organising and overseeing the work of call centre agents to achieve customer satisfaction and service quality. WFM involves predicting the volume and nature of customer interactions, scheduling the number of agents with skills and availability, monitoring and adjusting agent activity in real-time, evaluating agent performance and providing feedback and coaching to enhance their outcomes.

WFM plays an integral role in call centres as it helps strike a balance between maximising efficiency, reducing costs and improving the customer experience. It also enables call centres to align their resources with business objectives and strategies.

What is Workforce Management Software?

Workforce management software assists call centre managers in planning, scheduling, monitoring and evaluating the work of their agents. It enables managers to predict the volume and nature of customer interactions, assign the number of agents with the skills and availability, monitor and assess agent performance and provide feedback and guidance to enhance agent outcomes. 

WFM software belongs to a category of solutions known as workforce optimisation (WFO), which also encompasses quality management, analytics, gamification and automation tools. The primary objective of WFO solutions is to aid call centres in enhancing their efficiency, customer experience, employee engagement levels and overall business performance. Know more about ProHance – the Key That Unlocks Human Capital And Business Challenges.

What are the Benefits of Workforce Management Software?

WFM software offers advantages for call centres, including:

  • Cost savings: Call centres can reduce labour costs by using WFM software to minimise overstaffing and understaffing, eliminate overtime and idle time and optimise agent utilisation. Additionally, WFM software enables work and cloud-based solutions, leading to infrastructure cost savings.
  • Enhanced customer experience: By utilising WFM software, call centres can improve service quality and customer satisfaction in different ways. This includes connecting customers with the agents, reducing wait times and transfers and increasing first-call resolution rates. Furthermore, WFM software enables proactive service based on customer preferences and history, fostering customer loyalty and retention.
  • Agents: WFM software empowers call centre agents by providing control over their schedules, preferences and goals. It also facilitates feedback, recognition of achievements, rewards, and coaching opportunities to motivate agents towards excellence. WFM software also helps identify skill gaps in an agent’s knowledge base while addressing training needs or offering career advancement opportunities.

How to Choose the Right Workforce Management Software?

When selecting the WFM software for your call centre, there are factors to consider:

  • Features: The features offered by WFM software can vary based on the vendor and package. Look for features like forecasting, scheduling, intraday management, performance management, reporting and analytics integration capabilities, and mobility options. Also, look for the choice between cloud-based or on-premise deployment. It’s important to choose features that align with your business needs and goals.
  • Scalability: Consider how well the WFM software can handle changes in your call centre’s size, complexity and demand. Opt for a solution that can grow alongside your business and adapt to evolving requirements without compromising quality or functionality.
  • Usability: Evaluate the ease of use and user-friendliness of the WFM software. Prioritise solutions with intuitive interfaces, easy to understand documentation, and reliable support teams that respond promptly to queries or issues you may encounter during implementation or usage.
  • Cost: The cost of WFM software depends on factors including features offered, scalability options, usability level, vendor reputation, contract duration, and number of users. When making a decision, it’s important to compare options and select workforce management (WFM) software that provides value for your money while still maintaining high quality and functionality.

Example Workforce Management Software Call Center

There are software solutions for call centre managers to enhance their workforce management tasks. Here are a few popular examples:

  • ProHance: It is a cloud-based solution that enables organisations to optimise their workforce processes and performance by providing real-time analytics. It offers insights for making decisions in complex, distributed and hybrid workforces. Additionally, ProHance helps teams stay connected, visible, engaged and optimised to build a future workforce. It also contributes to resilience, seamless delivery and customer satisfaction.
  • Nice WFM: Nice WFM is a cloud-based workforce management software that offers forecasting, scheduling, intraday management, performance evaluation tools and analytics capabilities. It also provides features like employee engagement initiatives, gamification elements, and mobile app support with intelligence integration and automation.
  • Aspect Workforce Management: A software specifically designed for call centre managers, Aspect Workforce Management software forecasts customer demand accurately. It assists in creating schedules for agents while tracking their adherence levels effectively. Furthermore, it facilitates managing intraday changes and analysing performance metrics. 
  • Calabrio ONE: It is a workforce optimisation (WFO) software suite with WFM capabilities. Calabrio ONE assists managers in call centres with predicting the volume of customer interactions, creating schedules, monitoring agent activity and adherence to rules, assessing agent performance and providing feedback and guidance. It utilises data analytics, artificial intelligence and machine learning to offer insights and suggestions.


Workforce management software is a powerful tool that can help call centre managers optimise their human and technological resources to achieve better business outcomes. By using workforce management software, call centre managers can forecast customer interaction volume, create optimised agent schedules, assign agents to schedules based on their preferences and business rules, manage intraday activity, track and measure agent performance, and provide feedback and coaching to improve agent outcomes.

ProHance is a workplace analytics and operations enablement platform that helps knowledge workers improve their productivity, performance, and well-being. By using ProHance, call centre agents can gain insights into their work patterns, time allocation, and efficiency. They can also receive feedback, coaching, and recognition from their managers and peers. ProHance helps call centre managers monitor and optimise the work distribution, quality, and output of their teams. They can also leverage the data and analytics provided by ProHance to make informed decisions and improve the customer experience.