The main goal of workforce management is to provide call centres the benefits of their operations and also ensure optimum customer service. Ideally, it involves the implementation of certain practices by the manager and the results depend on how things are managed in the particular workplace. Here are a few best workforce management practices to follow that ensure excellent results consistently.
1. Forecasting call volumes smartly to plan agent schedules
Factoring all the non-phone activities, including breaks, training sessions, etc. according to the call volumes is a way to ensure no overstaffing is done. When a certain call volume is not expected, agents can focus on other offline activities, because there wouldn’t be a need for additional staff – at the moment. Doing this will help the agents focus on their work calmly, resulting in better customer service, and an organized staff that knows how to plan their time.
2. Improving social media presence
A lot of agencies have a social media presence but lack the skills to keep up with the queries and mentions from the client on social media. Customers tend to resort to social media before they pick up their phone to dial your number and get their query resolved. In this case, being quick in terms of responding to the customers on social media platforms will help the company come across as reliable.
3. Using the best kind of software from the market
When it comes to using software for managing the workforce, like performance management software or a customer experience platform, it is preferable to stick to the best software available to avoid compromise in managing your agents. The software also needs to be up to date at all times. Depending on the size of your workforce, the software could also be customized. According to McKinsey, implementing the use of an online management platform helps companies cultivate a next generation of leaders.
4. Implement continuous learning
Organize consistent training sessions and track the performance of all agents with the help of performance management software. This will help you ensure that all agents are always learning something new and implementing it in their work practices. Not only will this help in strengthening the workforce but will also help in the success of your management.
5. Measure and act on your workforce management performance
Managing workforce should be the focal point of all activities that take place in the organization. It must stay central to all decisions and plans to be made in regards with the team. Your performance results will always set a benchmark for you to work on and let you achieve more than what you did the last time. This will ensure continuous progress and let you accomplish goals easily.
Being in sync with your employees in terms of their progress will also help you get greater insights to go ahead with these practices and succeed. Maximizing the effectiveness of your workforce strategies will help in leading your company forward. Your goals will be attainable when you have the right mindset and focus on achieving credible results.