Call Design | Technology
The ACXPA Supplier Directory is provided by the Australian Customer Experience Professionals Association (ACXPA), helping all Australian businesses to deliver improved customer experiences.
Just like Call Design, we've got hundreds of suppliers that can assist you across a number of different categories, subcategories and search tags making it easy for you to find suppliers that can assist you.
Learn more about similar service providers to Call Design below, along with information about Workforce Optimisation below.
Call Centre Workforce Optimisation Software in Australia
Workforce Optimisation (WFO) software brings forecasting, scheduling, real-time performance, and quality together in one platform — so you can match staffing to demand, reduce labour costs, and protect customer experience simultaneously.
In Australia, where contact centre salaries make up the largest share of operational spend, accurate forecasting, shrinkage management, and schedule optimisation can deliver efficiency gains of 10–20%. Modern call centre workforce optimisation software now combines proven mathematical models with AI-driven optimisation to achieve these improvements faster and more consistently.
If you are still managing rosters in Excel or juggling multiple outdated tools, modern workforce optimisation software can dramatically improve operational control, visibility, and employee engagement — while freeing leaders to focus on coaching and service quality.
What Does Call Centre Workforce Optimisation Software Do?
Call centre workforce optimisation software focuses on ensuring the right people with the right skills are available at the right time. WFO tools integrate with your telephony, digital channels, and back-office queues to predict demand, create efficient schedules, and manage real-time performance across your entire operation.
- Forecasting & Capacity Planning: Builds accurate demand predictions across voice, email, chat, and back-office work — often at 15 or 30-minute intervals — so staffing decisions are based on data, not guesswork.
- Scheduling & Rostering: Balances service levels, agent preferences, part-time needs, hybrid work arrangements, and Australian industrial relations requirements to build efficient, compliant rosters.
- Real-Time Adherence (RTA): Shows how actual staffing compares to plan so leaders can react to queue spikes, absenteeism, or unexpected volume before customer experience is affected.
- Time & Attendance: Captures leave, exceptions, and unplanned events to keep historical data accurate and support payroll and compliance reporting.
- Quality & Performance Management: Many workforce optimisation suites include call recording, evaluation forms, calibration tools, and dashboards that link quality scores to business outcomes.
Workforce management is a specialist discipline. Many WFM planners spend their entire careers refining forecasting accuracy, shrinkage models, and scheduling strategies. When evaluating call centre workforce optimisation software, involve your WFM team in the selection process — they'll know what matters.
How AI is Changing Call Centre Workforce Optimisation
AI and machine learning have become major drivers of innovation in workforce optimisation software. Rather than replacing planners, AI handles large-scale pattern analysis and optimisation — so human experts can focus on strategy, communication, and operational decision-making.
- Smarter forecasting Learns from seasonality, digital channel volumes, campaigns, and external drivers to continuously improve accuracy across all queues.
- Schedule optimisation Tests thousands of shift combinations to meet service targets with lower cost, greater fairness, and fewer manual adjustments.
- Intraday re-optimisation Automatically suggests break swaps, overtime offers, or offline task adjustments when the day is not tracking to plan.
- Quality automation Analyses 100% of interactions for topics, compliance breaches, and sentiment — streamlining QA without increasing headcount.
- AI assistants Generates what-if scenarios, explains forecast variances, and summarises performance in plain language for operations leaders.
- Omnichannel modelling Handles chat, email, social messaging, and back-office queues — not just voice — within a single workforce optimisation model.
AI improves outcomes, but it still relies on accurate data, realistic shrinkage assumptions, and clear service level plans. Strong workforce optimisation fundamentals remain essential — AI amplifies good practice, it doesn't replace it.
Benefits of Call Centre Workforce Optimisation Software
When properly implemented and used consistently, call centre workforce optimisation software delivers benefits that extend far beyond roster management:
- Improved Service Levels: Better alignment of supply and demand reduces wait times, abandon rates, and service level breaches across all channels.
- Lower Operational Cost: Fewer periods of overstaffing, reduced unplanned overtime, and smarter recruitment planning directly reduce labour costs — the largest expense in any contact centre.
- Higher Employee Engagement: Predictable schedules, visibility of shift preferences, and consistent fairness in rostering help reduce agent turnover — a significant hidden cost for Australian contact centres.
- Better Leader Focus: Real-time dashboards and automated reporting free team leaders and managers from manual data chasing, giving them more time for coaching and development.
- Compliance & Audit Readiness: Detailed records of staffing decisions, queue performance, and quality activity support governance requirements in regulated industries.
How to Choose Call Centre Workforce Optimisation Software
Most workforce optimisation platforms cover the basics — the right choice depends on integration capability, forecasting depth, usability, AI roadmap, and local support. Key criteria to evaluate:
- Integration Native or certified connections to your ACD, CCaaS, CRM, and HR systems. Poor integration means manual workarounds that undermine the value of the platform.
- Forecasting depth Support for multi-skill environments, back-office work, blended channels, and different service level targets across queues.
- User experience Planner-friendly tools for the WFM team, plus mobile apps or self-service portals that give agents visibility of their schedules and preferences.
- AI roadmap A transparent plan for new AI features, with clear commitments around data privacy, governance, and model explainability.
- Local support Australian implementation expertise and working knowledge of local workplace relations, award conditions, and rostering constraints.
- Commercials Pricing model, contract length, and optional modules such as quality management, analytics, or automation — understand total cost of ownership, not just the per-seat fee.
Ask vendors to run an intraday scenario using your own queues and data during the evaluation. It reveals real usability and integration capability far faster than any sales presentation.
Resources for Call Centre Workforce Optimisation
ACXPA provides trusted, vendor-neutral guidance and tools to help WFM teams sharpen their skills and stay across emerging best practice:
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Training
Workforce Optimisation Training — specialist WFM training courses for planners, team leaders, and operations managers, delivered by CX Skills.
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Free Tool
Erlang C Calculator — ACXPA's free online staffing calculator. Use it to determine agent requirements based on your call volumes, AHT, and service level targets.
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Resource Hub
ACXPA Contact Centre Hub — a comprehensive library of guides, research, and expert insights covering workforce optimisation and all aspects of contact centre operations.
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Glossary
ACXPA CX Glossary — plain-English definitions for workforce optimisation terms, acronyms, and concepts including Erlang C, shrinkage, adherence, and occupancy.
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Research
2025 Australian Contact Centre Best Practice Report — the latest benchmarking data on workforce management practices across Australian contact centres.
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