Workforce Management Featured Article
The True Value of Workforce Management Systems
Is workforce management software really necessary? Yes, and a recent deployment of Monet Software’s Workforce Optimization suite shows why.
A community-chartered credit union with more than $763 million in assets and upwards of 81,000 members was struggling to handle its volume of calls. It received roughly 35,000 calls per month at its in-bound contact center, and processes roughly 216,150 transactions per month in total. That was a nightmare for staff scheduling.
To address the problem, the credit union installed Monet’s Workforce Optimization suite. The results were spectacular.
Service levels have improved by at least 5 percent since it put a workforce management system in place, and the credit union estimates that it has saved at least $25,000 to date by eliminating the guesswork from profitability analyses and scheduling. It paid for its workforce management investment in less than a years.
Thanks to the system, the credit union now has the capability to forecast, modify and monitor agent occupancy rates next to the current call history and service level objectives. This has enabled it to allow even greater contact center flexibility during the agent scheduling and adherence process. At the same time, it has enabled contact center management to determine the exact cost of existing schedules as well as planned schedule changes.
Other benefits have included being able to automatically schedule recurring exceptions and mid-day exceptions, and see how existing exceptions have influenced staff availability.
The credit union found that Monet’s workforce management solution revealed that experienced agents worked the early shift while peak traffic came later in the day, resulting in longer call times and plummeting service levels. It was able to adjust schedules to keep more experienced agents available for later in the day.
Further, the credit union was more easily able to create individualized and special schedules for staff as a result of the solution.
The benefits of workforce management software is clear, as this Monet Workforce Management suite highlights.
Edited by Stefania Viscusi