Call Centre Workforce Optimisation Software

Supercharge Efficiency in Your Contact Centre!

Workforce Optimisation software for contact centres (aka workforce optimisation technology, workforce management technology, WFM, or WFO) is a critical component of an efficient contact centre.

Particularly in Australia, with the high cost of contact centre salaries, workforce optimisation software enables you to maximise your efficiency, with savings of over 20% not uncommon.

But there are also other flow-on benefits including a happier workforce and a better customer experience.

Many smaller contact centres are still using Microsoft Excel; however, modern Call Centre Workforce Optimisation (WFO) software is a suite of integrated tools that can encompass various aspects of workforce management, quality monitoring, performance analytics, and employee engagement, becoming a critical part of your contact centre technology suite. 

As of 2024, 71% of Workforce Management systems in Australia were in the cloud, with 29% on-premise. 

So, if you're still using Excel or need to improve the efficiency in your call centre, workforce optimisation software will be a game-changer for you! 

Benefits of Contact Centre Workforce Optimisation Software

If you're unfamiliar with workforce optimisation in a call centre, it's a critical function that can deliver a range of benefits to your call centre, including: 

Efficient Workforce Management

• Scheduling and Forecasting: Helps accurately forecast call volumes and schedule agents accordingly, ensuring that there are enough staff during peak times and reducing overstaffing during quieter periods.
• Real-Time Monitoring: Provides real-time insights into agent availability and performance, allowing managers to make quick adjustments to schedules as needed.

Improved Performance and Quality

• Quality Monitoring: Enables the recording and reviewing of calls to assess agent performance, identify training needs, and ensure that service standards are met.
• Performance Analytics: Offers detailed analytics on key performance indicators (KPIs) such as average handling time, first call resolution, and customer satisfaction, helping managers track progress and identify areas for improvement.

Enhanced Employee Engagement

• Gamification: Some WFO tools include gamification features that motivate agents by rewarding good performance, fostering a more engaged and productive workforce.
• Feedback and Coaching: Facilitates regular feedback and coaching sessions, helping agents improve their skills and feel more supported in their roles.

Cost Efficiency

• Optimised Resource Allocation: By efficiently managing staffing levels, WFO software helps reduce labour costs while maintaining or improving service levels.
• Reduced Overtime Costs: Prevents unnecessary overtime by ensuring that schedules are optimised to meet demand without overextending staff

Compliance and Reporting:

• Regulatory Compliance: Ensures that the call centre adheres to industry regulations and standards through monitoring and reporting features.
• Comprehensive Reporting: Generates detailed reports that provide insights into operational efficiency, agent performance, and customer satisfaction.

Improved Customer Experience:

• Faster Response Times: By ensuring that the right number of agents are always available, WFO software helps reduce wait times and improves the overall customer experience.
• Consistency in Service: Ensures that customers receive consistent service quality across all interactions, leading to higher satisfaction and loyalty.

Workforce Optimisation Functions

There are actually a number of components to Workforce Optimisation or Workforce Management (or WFM for short) that include:

• Forecasting (working out expected volumes, patterns, etc)
• Scheduling (e.g. creating rosters)
• Tracking (real-time monitoring of how you are going against the forecast and making adjustments as required)
• Reporting

Workforce Optimisation is definitely a specialist skillset within the contact centre industry and it's not uncommon for WFM specialists to spend an entire career working across all the WFM disciplines. 

It requires specialist WFM skills and  WFM software to ensure the right number of agents at the right time to meet your desired Service Levels/Grades of Service. 

For WFM to be effective, you need specialist workforce optimisation software that is connected to, or part of, your contact centre technology platform. 

Where to Learn More About Call Centre Workforce Optimisation

Just like this Directory, ACXPA (Australian Customer Experience Professionals Association) provides a range of resources to support the contact centre industry and workforce management professionals in Australia, including:

• Our CX & Contact Centre Glossary, where we have some great explanations on all the common terms and abbreviations used in workforce optimisation for contact centres.
• A free Erlang C calculator that helps you calculate how many agents you need to meet your Service Levels. 
• Training courses for contact centre managers, team leaders and workforce management.
• Search for consultants who specialise in workforce management.
• Australian Contact Centre Best Practices for WFM >

Search Suppliers of Call Centre Workforce Optimisation Software

Contact the WFM specialists below or use the search filters to show suppliers of specialist WFM functions. vendors with other business technology solutions.