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Workforce Management Solutions Help Drive Strategic Success for Call Center HR

February 05, 2009

Proper recruiting and hiring for any organization can be a daunting task and one that should be approached strategically in order to ensure all activities point toward the ultimate success of the organization. For call centers, taking a strategic approach is even more essential as this area of industry already fights higher attrition and cost of operation.
Finding the right balance in hiring practices to produce skilled and talented agents that stick with the company should be a strategic approach for the organization’s human resources department. Unfortunately, too often HR professionals are tasked only with processing payroll and administering benefit plans.

While these tasks are necessary and important, they do not play a strategic role in advancing the efforts of the call center. The continual challenge within the organization and the HR department specifically is how to find the balance between strategic ambitions and the achievement of organizational excellence.

In order to place the HR department on a more strategic path for operational success is to ensure they are part of the overall plan. For their hiring practices to be successful, HR needs more than merely a checklist to follow to find the right candidate. Instead, they need to be plugged in to what goes on in the call center, the challenges, perks and how everything ties into the ultimate goal.
Workforce management solutions lend themselves to helping the call center to find the right balance between recruiting, hiring, retaining and optimal performance over time. When such solutions are in place, key players understand the workflow and how agents are effectively managed to deliver on service expectations.

Understanding that workforce management solutions have implications beyond the call center itself lends to the extension of the value it brings to the organization. As turnover can be a significant cost to the company, understanding how to reduce and event prevent it can contribute to a strong return on investment.

Providing a key integration point between HR and the call center not only extends the value of the workforce management solution, it also better equips HR professionals to find the right candidate for a specific position. Workforce management solutions provide the HR department with a direct portal to the workings of the center and what is necessary for efficient and productive operation.

There are a number of workforce management vendors that offer solutions with direct applications in the call center. Monet Software offers robust workforce management solutions, along with proven expertise in the call center industry. As a result, Monet brings significant value to the table, ensuring that the call center selects the right workforce management solution to meet their needs.
The HR department will always be necessary to fulfill certain administration needs to effectively manage a healthy workforce. With the implementation of a robust workforce management solution, they will be better equipped to find their strategic positioning to help drive optimal performance.

Susan J. Campbell is a contributing editor for TMCnet and has also written for To read more of Susan’s articles, please visit her columnist page.

Edited by Michelle Robart

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