Best Workforce Management Software For Call Centers

Best Workforce Management Software For Call Centers | Let us see some best workforce management software to streamline your routine call center work.

Call centers hire a lot of people and have numerous departments. As a result, setting up the workflow and placing the appropriate individuals in each location becomes crucial. Workforce management software makes it easier to implement multichannel services and swiftly answer client inquiries, which can help call centers and BPOs operate more effectively.

Tools that automate tasks connected to staff, such as scheduling people, dealing with time and attendance, handling leave, and gauging employee productivity, are available in workforce management software. Also see:- How AI Call Centre Software is Changing the Effectiveness and Efficiency?

Advantages of Workforce Management Software For Call Centers

The following reasons why workforce management software is advantageous to Call Centres to streamline their day-to-day operations and job allotments:-

1) Management of Staffing Needs

A call center must be able to handle the enormous volume of calls it receives each day in order to guarantee superior customer service. This is only feasible if your BPO has a sufficient staffing level.

In this case, your only choice is to hire extra staff, which will increase your costs. The ideal way is to schedule the agents when more clients are expected to call and use workforce management software to estimate staffing needs.

2) Create A Solid Workforce Plan

Human resource planning has a lot of facets, including workforce scheduling, budgeting, and employee estimation. The productivity of the call center could be impacted by all of these, therefore you must develop a solid workforce plan.

3) Performance Assessment

Call centers can use workforce management software to assess each employee’s performance. A manual evaluation may contain human errors, but this software allows you to assess performance with evidence.

4) Reduce Spending

While ensuring compliance with the complex pay laws of a BPO, workforce management software applications can eliminate errors in pay computations. Additionally, workforce management software provides a summary of how each employee is being used and aids in effectively scheduling the staff in accordance with conditions and demand.

A study found that an efficient workforce can cut operational costs by up to 33% compared to unplanned usage.

5) Real-Time Analysis Can Increase Efficiency

The time lost on queue management and resource allocation can be decreased or completely eliminated with the help of a call center. With the help of our labor management software, you can keep an eye on KPIs and reduce the average handle time, improving adherence to schedule and occupancy.

6) Provides Useful Information For Operations

Software for workforce management gives you aggregated data on call metrics, service level, adherence, and other factors that aid in the effective management of call center operations.

Best Workforce Management Tool For Your Call Centre Work Planning

Major corporations and SMBs both use Time Doctor, a powerful employee time-tracking and workforce management tool. Time Doctor is the right tool for you whether you need remote team management or have an on-site customer care department.

The software may easily and precisely handle staff time, attendance information, and payroll in a call center or contact center. Additionally, it can enable agents to take charge of their individual time management and boost productivity.

Let’s examine what makes Time Doctor an excellent call center labor management solution:

Key Elements of Time Doctor Workforce Management Software For Call Centers

Here are a few of Time Doctor’s main features that enhance your work efficiency and effectiveness:

1) Timekeeping

Time Doctor offers both manual and automatic time tracking for optimal performance. Agents can use it to measure time both online and offline on their computers, tablets, and smartphones. Even manual editing time is possible.

2) Schedules and Shifts

Agent work schedules and shifts can be managed by administrators and supervisors using Time Doctor’s employee scheduling function.

The scheduling function allows you to:

• Single shifts can be added, edited, or removed.
• Delete selected shifts in bulk.
• Choose various agent timetables for various personnel.
• Create and distribute CSV files with work schedules.

Decide who has access to read, add, or amend an agent’s schedule.

3) Performance Reports

To assess agent productivity, Time Doctor gives you access to detailed real-time productivity reports. Using this WFM program (Workforce Management Software), you can produce several reports, some of which are as follow:

• Attendance Report:- See which agents are present, absent, partially absent, or late.
• Activity Summary:- View the active minutes, active seconds, unproductive, manual, and mobile time for each agent over a selected period.
• Hours tracked:- See how many hours your agents have tracked per day, per week, or for any selected date range.
• Web and App Usage:- Check the time spent by agents on different websites and applications to ensure they’re spending their time productively.
• Projects and Tasks:- See the time agents spent on individual projects and tasks.
• Timeline Report:- Get daily and weekly reports to view the time agents spend on tasks for better workforce management.
• Internet Connectivity:- See the total time offline and the percentage of the day spent offline by each agent.
• Custom Export Report:- Create customized reports to see only the data you require. 

3) Payroll Management

Payroll You may instantly create payroll using Time Doctor for any agent at any time. After that, you can integrate PayPal, Wise, Gusto, or ADP to make direct payments and export payrolls as a CSV file.

The payroll function also enables you to –

• Employee timesheets can be manually or automatically approved.
• Choose the time period, currencies, method of payment, and pay scale for each agent.

4) Screencasts 

To keep an eye on work progress, Time Doctor allows you to take screenshots of your agent’s computer screens. Even the levels of keyboard and mouse activity are revealed.

Also, You can:-

• Download the screencasts that you want.
• Modify your time zone.
• Only watch the screencasts with little or no activity.
• However, Time Doctor also safeguards employee privacy by enabling you to obfuscate or remove screenshots containing private data.

Pros of Time Doctor Workforce Management Software For Call Centers

• An intuitive and user-friendly interface.
• Supports time tracking offline.
• Reports on each employee’s idle time are provided.
• Allows you to create “productivity ratings” for websites to monitor the time that employees are not working.
• Includes settings for productive management that are user-friendly to employees.
• Allows you to distribute projects and responsibilities to team members.
• Has rigorous standards regarding data security and privacy.
• Has desktop applications for Windows, Mac, and Ubuntu as well as a dedicated Android app.

Pricing: Paid plans start as little as $7 per user per month. A 14-day trial is also available for free (no credit card required).

Wrapping Up

There is multiple workforce management software for call centres available in the market that can be close options for Time Doctor software. Top Workforce Management Tools are something we have discussed earlier in general in our articles. You can check back on that and find the best alternative for you if you think Time Doctor is a misfit for your requirements.

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