“….We did not have a Workforce department when I took over the call center and did not know where to begin but I did know enough to call Call Center Optimization Group. Doug and his team came in, assessed our scheduling and resource allocation needs, found a great scheduling software for us and helped us implement it. When “CCOG’ was done, we revamped our entire scheduling methodology and redeployed our entire staff to match our call arrival patterns. As a result, our Occupancy went from 42% up to 77%. Our hold times went from 60 minutes + down to just under 3 minutes and we handled almost 4 times the amount of calls with the same staff; saving our company over $2.5 million dollars in year one. I am so glad I called “CCOG”. I don’t know what I would have done if we didn’t.”
Marty M. – PTS
A solid Workforce Management organization is a powerful and important component of a successful call center operation. Workforce Management facilitates several important and impactful processes that keep things running effectively. Workforce can manage call routing and allocation, as well as measure and trend call volume. Capacity planning and workforce management creates the best schedules and manages the approach to allocating the human capital to the best schedules. Call center capacity planning helps the operation manage “shrinkage”, daily attendance, leaves of absence and much more.
Capacity planning in a call center is a complex business and completely necessary if a call center leader wants their center to be successful. Workforce Management teams utilize sophisticated software programs and tools to track, measure and manage call volume, determine resource allocation and scheduling, manage shrinkage in the center and communicate with the operations team. Operations executives all over the world are quickly realizing that having a solid workforce management team with a capacity planning process can be the best business partner they can possibly have.