Call Centre Workforce Management Consultants
How to maximise efficiency in your contact centre!
Call Centre Workforce Management (WFM) (also known as Workforce Optimisation or WFO) is a key function that helps align expensive call centre resources (e.g. call centre agents) to their maximum efficiency based on identifying and rostering to regular calling patterns of customers.
In simple terms, it's aligning the rosters, breaks, etc, to ensure the majority of call centre agents are on the phone during peak times.
Workforce Management, Workforce Optimisation, or WFM, as it is commonly called, is a defined skill set often honed after decades of experience.
It is combined with specific workforce management technology to enable contact centres to run at maximum efficiency.
With industry best practice data revealing that almost 75% of all Workforce Optimisation Managers started on the phones, there is often a skills gap in sourcing highly experienced Workforce Managers.
Companies are now engaging call centre workforce optimisation consultants to come in and help with optimising their call centre operations from strategy, training, optimisation and so on.
Where to Learn More about Call Centre Workforce Optimisation
The Australian Customer Experience Professionals Association provides a range of resources for Call Centre Workforce Optimisation professionals, including
- An Industry Glossary that explains some of the different WFM practices, including forecasting, scheduling, tracking and reporting.
- Industry Best Practices for WFM in Australia including salary information for WFM professionals.
- Australian Contact Centre Benchmarking data providing average wait times, talk times and more.
- Private support groups for WFM professionals
- ACPXA Member Bites - short videos that explain WFM concepts delivered by industry experts.
- Workforce Optimisation training courses for team leaders, call centre managers and WFM professionals.
Search Call Centre Workforce Management Specialists
Reach out to the call centre workforce management consultants below, or use the search filter to display consultants for different skills.
You may also be interested in suppliers for workforce optimisation technology and workforce optimisation training.
