February 22, 2023

Why You Should Care About Workforce Management 

Are you a business owner or leader in the contact center industry looking to streamline your processes and improve efficiency? Hiring a workforce management company may be the perfect solution for you.

What is Workforce Management (WFM)?

Workforce management is the process of managing and optimizing the productivity, performance, and compliance of a company’s workforce. This includes activities such as scheduling, productivity tracking, adherence tracking, payroll integration, and workload forecasting.

Workforce management also includes reporting, analytics, budgeting and planning for workforce labor needs. The ultimate goal of workforce management is to ensure that an organization has the right number of employees with the right skills in the right place at the right time to meet business objectives. It also seeks to reduce the workload and cost of the organization while improving efficiency and maintaining the quality of customer service. 

This can be a great option for companies that do not have dedicated teams to manage their workforce productivity.  

Who Should Consider Using A WFM Company:

WFM companies can be particularly useful for companies that have a large, distributed workforce. But it also can be a good option for companies of any size that need to manage complex scheduling. It can also be useful for companies that need to want to improve employee engagement and work life balance. If your business falls into one of these categories, you may want to consider using a workforce management company to help you better manage your workforce and improve efficiency. Additionally, if you are looking to outsource certain WFM or management functions, this may be a good option.

Benefits of Workforce Management Companies

There are several benefits to using a workforce management provider:

Cost savings: Outsourcing WFM functions can reduce labor costs and overhead. This is done by removing the need to hire and train in-house staff.

Productivity: By effectively managing the workforce, companies can ensure that their employees are working efficiently and effectively. This can lead to increased productivity, which can ultimately lead to increased profits and success for the company.

Expertise: Workforce management providers have specialized knowledge and experience in contact centers. They can help improve your set of processes for contact centers and achieve better outcomes.

Flexibility: Workforce management providers can quickly scale up or down to meet changing business needs. This helps eliminate the need to hire or lay off permanent staff.

Time Management: They can also help to handle attendance tracking, which is important for managing payroll and for budgeting purposes.

Employee Development: WFM companies can help coach your employees and give you a clear understanding of their skills and abilities. Allowing you to better plan for employee development and career advancement opportunities.

Employee Satisfaction: Workforce Management, when done right, leads to employees that feel more empowered to control or impact their schedules. This leads to increased job satisfaction and increased productivity.

Time Saving: Using a workforce management solutions company can help you save time by freeing up company resources. The WFM company can create streamlined processes, automate manual processes, and assist with employee engagement. All of these time consuming tasks are handled by the WFM software.

Software: A WFM company has specialized workforce management software that can greatly improve your company. It can assist with staff schedules, provide real time data, help with employee productivity, and much more.

 Employee Retention: Effective workforce management can help to improve employee satisfaction and retention. This can lead to a more stable workforce, which can ultimately benefit the company in the long run.

How to Choose a Workforce Management Provider

When selecting a workforce management provider, it’s important to consider the following factors:

Services offered: Choose a company that offers the functions you need, such as workforce management training, performance management, and expert consulting.

Experience: Look for a provider with a proven track record in contact centers and workforce management. 

Reputation: Read reviews and ask for references to get a sense of the provider’s reputation in the industry.

Cost: Compare costs from multiple providers to get the best value for your business.

Culture Fit: Choose a provider that aligns with your company’s culture and values.

In conclusion, workforce management companies can provide numerous benefits to businesses looking to streamline contact center processes and improve efficiency. By moving WFM functions to a third-party provider, you can reduce labor and overhead costs. You can also access specialized expertise, utilize WFM tools, and improve employee satisfaction. Just be sure to carefully consider your options and choose a provider that meets your specific needs and goals.