WFM System: Employee Work Time Management

Workforce Management for Contact Center

“WFM” stands for “workforce management,” referring to the practice of planning and optimizing the use of company employees to best meet business needs. In a contact center, WFM can include activities such as forecasting call volumes, scheduling staff shifts, and analyzing employee performance data to identify areas in need of improvement. The goal of WFM is to ensure the contact center has the necessary number of staff with the appropriate skills and knowledge to handle customer inquiries and effectively solve their problems.

Widgets

The “Indicators” widget from OKI-TOKI displays a list of KPI indicators in real-time, for example if an agent is late for a shift, leaves early, or misses it.

Integrations

Create new events and integrations in the OKI-TOKI system. Send notifications via API to email about violations of call center agents' work schedules.

Notifications

The OKI-TOKI service for call centers analyzes busyness, breaks, delays, etc. Set up automatic notifications to track critical metrics in the call center.

Requirements for WFM Contact Center

There are several key requirements for WFM in call centers, including the ability to accurately forecast call volumes, the ability to effectively plan staff work, and the ability to track and manage staff performance in real-time. Other important requirements for WFM in call centers include the ability to monitor and manage attendance, adherence to relevant rules and standards, and integration of WFM with other key systems and processes in the call center.

Work Schedule Selection

Depending on the number of customer inquiries and call center agent workload, the most suitable work schedule can be prepared.

Adherence to Work Shift

Thanks to KPI functionality, it's possible to monitor work schedule violations.

Agent Work Monitoring

In real-time, it's possible to observe the number of agents on line, missed calls, KPI violations, etc.

Employee Productivity Evaluation

For the best work result, you can adjust the tasks and workload of call center agents.

Staffing Optimization

With WFM, it's possible to assess the need for agents and also notice their shortage throughout the day or during peak hours.

Overall, a successful WFM system in a contact center should help ensure the availability of the necessary number of employees with the appropriate skills and knowledge to handle customer inquiries, increase customer satisfaction, and support the overall success of the contact center.

Differences between WFM and WFO Systems for Contact Centers

The main difference between WFM (workforce management) and WFO (workforce optimization) systems is that WFM focuses on planning work schedules and tasks for KC agents, while WFO includes additional functions such as analyzing and optimizing the performance of call center agents, monitoring service quality, and analyzing data. Overall, WFO is a more comprehensive and integrated system, encompassing WFM functions and additional capabilities for optimizing the performance of KC agents and improving service quality. WFO systems can help companies increase the efficiency and effectiveness of their contact centers by providing tools and information for labor performance optimization and high-quality customer service delivery.

Questionnaires

A tool for conversational analysis by the quality control department (QCD). Standardizes assessment requirements and helps organize the evaluation process from selecting calls for review to reports. Automatic addition of violations to the disciplinary report. Automatic selection of audio recordings for review. Voice distortion to eliminate subjectivity. Statistics on agent evaluations and quality control department work.

Report Builder

A tool that helps you optimize and automate the process of collecting and analyzing data from your call center. With it, you can create customized reports, selecting only the indicators you need, and automatically receive reports by email in your desired format and time interval. With Datamixer, you can easily track the dynamics of changes in key indicators of your call center and share reports with colleagues and customers.

Speech Analytics

Speech Analytics automatically tags transcripts that should be noted by a supervisor or quality control department, thereby simplifying the analysis of conversations for each individual agent. Indicators that speech analytics tracks: interruptions by the agent during a client call; pauses in dialogue from the agent's side; use of obscene (swear) words; matching the conversation script to the transcript.

Benefits of WFM from OKI-TOKI for Contact Center

Using WFM will help organize the working time of call center employees so that the project does not slow down from a lack of staff, but also so that agents have enough workload. The use of the WFM system in the call center will allow:

effectively plan working time;
identify the optimal workload;
control the presence of employees at their posts;
detect the lack or surplus of agents;
track non-completion of the sales plan;
redistribute staff across projects during the day;
create convenient work schedules;
forecast staffing needs.

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Capabilities of the OKI-TOKI Service

Shifts

Shifts are a way to assign a work schedule to an agent to later monitor schedule adherence. You can create shifts in two clicks, taking into account the workload of agents in the call center, and OKI-TOKI will keep a record of working time and monitor discipline. Violations history will be helped by two reports - KPI Journal and KPI Summary Report.

Agent Place

Inside the agent place, an agent sees their current shift and can, by clicking on it, go to settings and request a different schedule from the supervisor by specifying a reason. In the administrative interface, such requests appear instantly and are marked with an indicator. After reviewing the reason, the supervisor can approve the schedule change or deny it. The new shift for the agent will take effect from the next period, i.e., from tomorrow.

Agent KPI

Monitoring KPI is an indispensable element in the operation of a call center. The KPI indicators reflect the efficiency of each employee, project, department, and the company as a whole. By analyzing the indicators, you can determine the necessary number of agents (and supervisors), forecast and optimize the costs of maintaining a call center, as well as reveal work schedule violations.

Bonuses and Fines for Call Center Agents

Good work is rewarded, and violations are penalized. How much was awarded for a day's work, were there any violations, and who should expect a bonus? Thanks to automation, managing the virtual balance of agents, adding to and withdrawing virtual funds for completed work is feasible. Using KPI, award bonuses and fines to agents and supervisors.

Smart Reports

Smart reports (reports) — an effective report on key call center indicators. Monitor team activity using a detailed report on the overall workload of agents and their working time. You will automatically receive the report on the email, which includes information on agents being late for a shift or leaving before the end of the workday, as well as statistics on busyness during the shift.

What else is there for sales and consultations?

We have a dialer with predictive dialing for cold calls, a dialer for mailings, a voice robot, conversation scripts and analytical tools for managers.

WFM Analytics from OKI-TOKI

The goal of WFM is to provide the company with the necessary number of staff for quick and effective customer service.

OKI-TOKI has developed convenient tools for shift management, staff work force management system control, and real-time violation monitoring.

Using the OKI-TOKI WFM system allows the company to effectively plan staff workforce management call centre, monitor workload and presence, detect lack or surplus of agents, track sales plan execution, redistribute staff across projects, and create convenient shifts for work.

This helps the company more effectively organize call centre workforce management and avoid project delays due to staff shortage while maintaining a sufficient workload for agents.

What is a WFM System

A WFM system (Workforce Management system) is an innovative tool that helps companies manage their staff, resources, and processes. The WFM system can be used for managing call centre workforce management software, forecasting staff workload, automating task allocation, and ensuring company rules and regulations are observed. The WFM system is an important component of successful personnel management strategy and helps companies increase work efficiency, improve customer service quality, and enhance profit.

Why Does a Call Center Need a WFM System

Schedule Compilation: WFM allows for the creation of an optimal work schedule for call center agents depending on customer inquiries and workload;
Work Shift Compliance Control: KPI functionality allows monitoring of agents' shift adherence and detecting violations;
Monitoring Agent Activity: With OKI-TOKI, it's possible to monitor in real-time the number of agents on line, missed calls, KPI violations, and other work indicators;
Employee Productivity Evaluation: WFM allows for planning tasks and agent workload in the call center to achieve the best work result;
Staffing Optimization: With WFM, you can detect the need for agents and spot shortages during peak hours or throughout the day.

Using workforce management software for call centers for the call center will help improve productivity and efficiency, enhance customer service quality, and reduce costs.

WFM Solutions in OKI-TOKI

Shifts: Operator shifts in OKI-TOKI are a convenient way to schedule agents, allowing for discipline monitoring. When creating shifts, the call center agent workload is considered, enabling easy staff work monitoring and shift management. KPI logs and KPI summary reports are used for discipline violation control;
Agent's Place: An agent can see their current shift and request a different schedule. Such a request instantly appears in the administrative interface, where the supervisor can approve or deny it;
KPI: Monitoring KPI is an integral part of the call center functionality. By analyzing KPI indicators, you can determine the necessary number of staff, optimize the costs of maintaining a call center, and reveal work schedule violations;
Bonuses and Fines: OKI-TOKI system also allows for awarding bonuses and imposing fines on agents and supervisors, thus encouraging good work and punishing violations;
Smart Reports: Reports are detailed reports on key call center indicators that allow for team performance monitoring. The reports are automatically sent to the email, providing reliable monitoring of call center efficiency;
Widgets: The “Indicators” widget allows online tracking of the WFM work schedule, monitoring KPI indicators such as being late for a shift, leaving early or missing calls;
Integrations: Creating new events and integrations to send notifications by email about operator shift violations and other critical events;
Automatic Notifications: OKI-TOKI records occupancy, breaks, delays, and other parameters, so you can set up automatic notifications to track critical metrics in the company;

Using these tools will help companies achieve maximum benefits from using call centre wfm and increase personnel management efficiency.

How WFM is Beneficial for Call Centers

Analysis of Operator Numbers and Monitoring Their Work: WFM analytics can analyze the number of agents, their work processes, and effectiveness in real time. Thanks to this, the company can make operational decisions related to work process planning;
Control of Schedule and Agent Presence: The WFM system allows for tracking work time and agent presence, which helps improve discipline and schedule adherence;
Work Time and Expense Optimization: WFM enables companies to optimize work time and labor costs by identifying schedule violations and predicting staff needs;
Planning the Number of Agents: With WFM, a company can determine the optimal number of agents needed for call processing. Thus, the company can optimize personnel expenses;
Improving Employee Loyalty and Work Planning: WFM helps companies create convenient shifts for agents. This increases staff loyalty and motivation;
Personnel Management and Staff Number Planning: WFM enables companies to manage staff, optimize staff numbers, and detect work schedule violations;
Outsourcing and Agent Management: WFM helps companies manage outsourcing and external staff, thus improving efficiency in the call center;
Working Time Accounting and Standardizing Work Processes: WFM assists in tracking employee work time, automatically recording the start and end of the work shift, breaks, and other important moments. This helps increase the accuracy of payroll calculations and reduce the chance of errors.

Using the WFM system for the contact center will help effectively plan the working time of employees, control their presence, and identify the optimal workload to avoid project delays and prevent overload or lack of agents. Additionally, the wfm call center will allow tracking sales plan execution, redistributing staff across projects throughout the day, creating convenient schedules, and forecasting the need for agents.

WFM System in Business

In modern business, the use of the call center wfm tools becomes increasingly important for achieving success and effective personnel management. The implementation of the workforce management software call center allows companies to optimize business processes, increase work efficiency, and improve customer service quality. Many companies successfully use call center wfm software to optimize their business processes and manage staff. The conclusions that can be drawn are that the use of the WFM system allows companies to achieve greater success, increase productivity and work efficiency, and improve customer service quality.

WFM System for Call Centers