How Call Center Companies Can Leverage Workforce Management Software

Posted By : Anirudh Bhardwaj | August 2, 2022

Call centers could be of great value to many organizations as they form an essential link between customers and a company’s customer-facing unit. Despite the availability of cutting-edge technologies and virtual assistants that are capable of handling customer queries, call centers still remain an integral part of their customer service operations. Nevertheless, the competition is rising at an unprecedented pace, calling for essential measures to strengthen operational strategies across call centers. That being said, ERP software could play a crucial role in streamlining call center operations especially by improving workforce management. 

The use of workforce management software systems in call centers may lead to greater workplace productivity, enabling enterprises to extract maximum output from employees. At the same time, it would ensure that all basic needs of call center employees are taken care of. It could be done by virtue of features like leave management, fatigue management, paid-time-offs, and unbiased performance evaluations. Here, we shall delve into the key features of workforce management software and the benefits that call center companies may reap through them. 

How Call Center Companies Can Leverage Workforce Management Software


Also, Read Leveraging Custom ERP Software For Manufacturing Process Automation


The Importance of Workforce Management Software

Workforce management combines a set of internal business processes that revolve around managing, regulating, and directing on-site/off-site workforce activities with a focus on boosting business productivity. That said, the main objective of workforce management software is to maintain control over labor-intensive activities, cut overhead expenses, and mitigate resource discrepancies. 

Developing and implementing a workforce management software system streamlines a host of different business activities including time/attendance tracking, absence management, planning, forecasting, rostering, task scheduling, and more. The modern-day workforce management software systems also incorporate business intelligence tools for intelligent planning, scheduling, and are also effective at predicting future events. 


Also, Read Intelligent ERP Software Development To Strengthen Workforce Management


Why Workforce Management Is Crucial For Call Centers?

Workforce management software development is beneficial for call center companies in many ways. Workforce management software automates complex workflows associated with a host business activities ranging from recruitment and onboarding to time/attendance tracking, leave management, and managing employee rosters. Let us move ahead and explore the importance of workforce management software development for call center companies. 


Benefits of Workforce Management Software For Call Centers

Given below are the key benefits of developing and implementing a workforce management software system for call center companies.


Better KPI Measurement

Implementing workforce management software in a call center ensures that you have the right number of attendants to receive incoming calls and address customer queries. At the same time, the software enables call center managers to track their team’s performance across the most crucial KPIs. It aids in effective performance monitoring and facilitates fair performance evaluation with minimal biasing involved. 


Agile Operations

Workforce management software brings agility to routine call center operations by adequately assigning tasks to call center executives. With intelligent and automated task scheduling, companies may save their time and effort while extracting maximum output from their employees. Workforce management software also helps create rosters and automatically assigns tasks to various agents as per their availability. In doing so, it significantly improves operational efficiency and renders agile operations to boost workforce productivity. 


Time-Saving and Cost Reduction

Considering the volume of calls a contact center receives in a day, there needs to be a software system in place to keep track of everything. The workforce management system provides a centralized software interface that automates complex repetitive tasks and maintains operational efficiency with effective tracking and monitoring of workforce activities. By virtue of features like automated task scheduling and intelligent forecasting, it significantly reduces overhead expenses. At the same time, it saves valuable time and effort, enabling companies to shift their focus toward improving their core operations. 


Employee Self Service

Workforce management software development services for call center agencies render support for employee self-service by virtue of intuitive employee dashboards. As such, call center executives are able to apply for leaves, paid time offs, and may request shift changes or roster allocations. Managers can review these requests, leave applications and take appropriate action after careful consideration. 


Reduced Non-compliance Instances

For a call center to run and function smoothly, all employees must perform their assigned tasks in compliance with the imposed guidelines. Besides, any data leak over time may result in a major blow for the company, jeopardizing its very reputation. That being said, having centralized software in place is critical to maintaining compliance across workforce operations. That is where we need a workforce management software system that continuously monitors workforce activities and enforces compliance across different business processes. 


You may also like to read Improving Remote Workforce Management Using Odoo ERP



These were some of the most crucial features and benefits of implementing workforce management software systems in call center operations. In addition to the aforementioned benefits, workforce management software development renders support for features like time/attendance tracking, absence management, fatigue management, shift planning, roster management, and task scheduling. Besides, it gives you access to advanced business intelligence tools for improved planning, forecasting, and intelligent decision-making. All things considered, the WFM software plays a critical role in streamlining day-to-day call center operations and brings significant time and cost savings to the company. 


Why Choose Oodles ERP For Workforce Management Software Development?

We are a seasoned ERP application development company that excels in building custom enterprise solutions from the ground up. Our development team uses the latest tech stack and next-gen technologies to scrupulously build high-octane ERP solutions with custom features. We provide 360-degree workforce management software development services with a focus on streamlining business processes. Our team uses open-source software platforms like Odoo, OFBiz, and ERPNext to build custom enterprise solutions from scratch. To learn more about our ERP software development services, reach out to us at [email protected].

About Author

Anirudh Bhardwaj

He is a technology enthusiast with 5+ years of experience in producing insightful content on projects related to next-gen technologies like AI, Blockchain, ERP, OTT, Cloud, Big Data, AR/VR, IoT, and more.

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