Workforce Management Solutions Help Control Contact Center Attrition
As a result, contact centers routinely spend more on recruiting, training and trying to retain its agents.
A lack of workforce management solutions can lead to frequent bursts of frustration from callers as a result of waiting in a long queue. In an effort to recover from such abuse, agents will often take an extra day off here or there, extend a break, spend a few extra minutes in wrap-up mode or quit the job completely. Each of these activities cost the contact center money, a cost that can be avoided if a workforce management solution was in place.
Those centers that have mastered the art of retaining agents have not only perfected the forecasting process, they have also selected and mastered a robust workforce management solution. These centers understand that there are specific activities that will keep agents off the phone and will account for that in their workforce management systems.
Tying in agent performance to workforce management solutions can also help to reduce agent attrition. Too often, contact centers establish performance criteria based on metrics that the agent cannot control.
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan's articles, please visit her columnist page.
Edited by Michelle Robart