Customer support and call centers face unique workforce challenges—high turnover, fluctuating call volumes, and strict service-level agreements (SLAs). Workforce management (WFM) software helps optimize staffing, improve agent productivity, and enhance customer satisfaction.
In this article, we’ll explore how WFM software benefits call centers, key features to look for, and real-world examples of successful implementations.
Call centers require precise scheduling to handle unpredictable call volumes while maintaining efficiency. WFM software helps by:
✔ Forecasting demand – Predict call volumes based on historical data and trends.
✔ Automating schedules – Assign shifts based on agent skills, availability, and workload.
✔ Reducing idle time – Optimize breaks and off-phone activities to maximize productivity.
✔ Improving adherence – Monitor real-time attendance and schedule compliance.
✔ Enhancing agent satisfaction – Allow shift swaps and self-service scheduling.
Without WFM tools, call centers risk overstaffing (increasing costs) or understaffing (hurting customer experience).
Analyzes past call data to predict peak times.
Adjusts schedules automatically for holidays or promotions.
Dynamically reassigns agents based on real-time call volume.
Alerts supervisors about potential SLA breaches.
Matches agents with the right expertise to call types (e.g., billing vs. tech support).
Ensures labor law compliance (e.g., mandatory breaks).
Reduces burnout by balancing workloads.
Allows shift swaps and time-off requests via mobile apps.
Increases employee engagement and retention.
Tracks KPIs like Average Handle Time (AHT), First Call Resolution (FCR), and Occupancy Rate.
Identifies training opportunities for underperforming agents.
A major telecom company struggled with overtime costs due to poor scheduling. After implementing WFM software:
✅ Automated shift assignments reduced scheduling errors.
✅ Real-time alerts helped supervisors adjust staffing during unexpected spikes.
✅ Overtime costs dropped by 30% within three months.
An online retailer’s support team faced inconsistent response times. With WFM tools:
✅ AI forecasting aligned staff with peak shopping hours.
✅ SLA compliance improved from 75% to 92%.
✅ Customer satisfaction scores (CSAT) increased by 18%.
A business process outsourcing (BPO) firm had high turnover due to rigid schedules. After adopting WFM software:
✅ Agents gained control over preferred shifts via a mobile app.
✅ Attrition rates decreased by 25% in six months.
While many WFM solutions exist, the best ones for call centers include:
NICE Workforce Management – Advanced forecasting for large enterprises.
Calabrio WFM – Strong analytics and AI-driven scheduling.
Aspect WFO – Integrates quality management with workforce optimization.
Verint Monet WFM – Specializes in omnichannel support centers.
For small to mid-sized call centers, cloud-based solutions like SHIFTON offer affordable, user-friendly scheduling and real-time adjustments.
Workforce management software is a game-changer for call centers, helping them balance cost efficiency with customer satisfaction. By leveraging AI forecasting, automated scheduling, and real-time analytics, support teams can:
Reduce labor costs
Improve agent productivity
Enhance customer experience
If you manage a customer support team, investing in WFM software is a proven way to optimize operations and stay competitive.
Need help choosing the right WFM tool? Compare features, pricing, and scalability to find the best fit for your call center.