Why workforce management?

Workforce Management is all about assigning the right employees with the right skills to the right job at the right time. If you are using a paper and a pen or an excel spread sheet, you have a lot to gain by using an automatic Workforce Management system like XLScheduler. XLScheduler keeps track of your personnel skills and is able to optimize your workforce according to your forecasted need. The forecasted need could include the number of phone calls and their average duration, e-mails, loan errands, chats, or other work tasks. XLScheduler also facilitates switching shifts when for an employee is called in sick or is unavailable for other reasons. The system can simply identify available personnel with the right skills to take on the available shift.

XLScheduler

With a workforce management tool like XLScheduler you can save up to 10% on your payroll. The savings come by optimizing the work shifts and optimizing the breaks, all based on your target forecast, your agents’ skills, their availability, and your required service levels. XLScheduler makes sure you minimize overstaffing and understaffing. Besides the savings you make in optimizing your workforce, there is also a lot of time and money to be saved on the scheduling itself, time that can be used for doing other things than tearing your hair over manual handling of complex planning. It is also important to remember all the employee benefits that come with XLScheduler, like the possibility of preset availabilities and preferred working hours, the even workload with no high peaks and no slow periods, and the fairness in requests on time off, which is of course good for the team spirit. Your personnel will feel more satisfied with their work, and it will likely have effects on personnel turnover and sick leave. You will improve your customer service by being able to meet all high peaks, and happier customers mean more business.

WFM System

With a workforce management system you are in full control of your workflow, and you have all data available at one place for making informed decisions. XLScheduler comes with an extensive reporting package which facilitates the overview of your contact center and identifies weaknesses and strengths. These reports include call traffic reports, cost management reports, and agent performance reports for measuring individual performance of personnel as well as identifying problems on occupancy, adherence and later arrivals.