call center management

It is common knowledge that workforce management is a necessity for call centers of all sizes. For larger centers, automated software programs calculate and forecast scheduling. For most small centers, however, many workforce management systems are cost prohibitive. There are alternatives available for small centers.

The principle of workforce management software is the same for all programs, but there are subtle nuances that may or break your effectiveness and your budget. Before purchasing a hosted workforce management solution, look for these features to ensure you are getting the most benefit for your money:

• Pay as you go, and grow. You need predictable costs for budgeting purposes.
• No long-term commitment required. You shouldn't have to sign a contract for the long-term when your needs are certain to change over time. Look for scalability to meet your growing needs.
• Little or no IT required. Being required to have IT personnel to manage your software defeats the purpose of the low cost benefit.
• No hardware to install and maintain. You should be able to access your software anywhere and at anytime with an internet connection. It should also offer complete integration with your ACD.
• The same features as an enterprise solution. You should receive the same benefits that a fully implemented system would offer.
• Customizable access to only the functionality you need. Don't choose a one-size-fits-all solution. You choose the features and functions needed for your center and don't pay for features you can't use.
• Thorough security and access privileges. Rest assured that your software is available only to authorized users.
• Advanced proven forecasting and scheduling algorithms. Don't purchase a hosted solution from a company that does not offer the best forecasting and scheduling software. Their hosted solution will be no better than their complete enterprise solution.

Bob Webb, VP Sales, Pipkins, Inc. http://www.pipkins.com

call center management