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What is workforce management in call centre software?

Frequently Asked Questions

What is workforce management in call centre software?

Workforce management in call centre software is a key feature that enables managers to optimize staffing and scheduling efficiently. It involves forecasting anticipated call volumes, strategically scheduling agents, and monitoring performance metrics such as call handling time and agent occupancy. This functionality helps in aligning staff resources with customer demand, ensuring efficient operation and high-quality service.

Workforce management within call centre software plays a vital role in ensuring the efficient operation of a call centre. This feature encompasses several critical functions:

  1. Call Volume Forecasting: Workforce management tools analyze historical call data to predict future call volumes. This forecasting is crucial for anticipating busy periods and preparing accordingly.
  2. Agent Scheduling: Based on the forecasted call volumes, the software assists in scheduling the right number of agents at the right times. Effective scheduling ensures that there are enough agents to handle the anticipated workload without excessive overstaffing, thus optimizing operational costs.
  3. Performance Monitoring: Workforce management tools track key performance indicators (KPIs) such as average handling time, call abandonment rates, and agent occupancy rates. Monitoring these metrics helps in identifying areas where efficiency can be improved and ensuring that agents are not overburdened.
  4. Real-time Adjustments: The software allows for real-time adjustments to staffing in response to unexpected changes in call volume. This flexibility is essential for maintaining service levels during unforeseen spikes in call traffic.
  5. Training and Development: Workforce management also involves identifying training needs based on performance metrics. This can help in enhancing agent skills, leading to improved service quality and customer satisfaction.


By integrating these functionalities, workforce management in call centre software provides a comprehensive solution for managing staff resources. It ensures that customer calls are handled efficiently, wait times are minimized, and overall customer service quality is maintained at a high level.

What is workforce management in call centre software? faq - Select Call Centre

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