Rethinking Call Centre Real-Time Management Automation
Managing a contact centre is a balancing act requiring accurate forecasting, efficient scheduling, and maintaining staff productivity while trying to meet customer demand and sticking to a budget.
Traditional workforce management (WFM) tools typically rely on manual adjustments made by Real Time Analysts and/or Team Leaders to update schedules so that they reflect reality.
This process hasn’t changed much since the 1970’s when workforce management first became a thing.
It is time-consuming and a bit boring as it requires monitoring fluctuating call volumes, average handle times and agent availability and making sure any changes made are immediately reflected in whatever WFM system you use.
Needless to say, there are often delays and some things end up not being reflected at all in your WFM system.
If your WFM system doesn’t reflect reality, it’s difficult to make other decisions.
That’s where automation becomes a game changer by enhancing efficiency, adaptability, and accuracy.
With Real-Time Management automation, both contact centres and back office can streamline operations and improve both staff performance and customer experience.
Benefits of Real-Time Management Automation in a Contact Centre
Real-Time Management automation transforms how contact centres operate, offering several key benefits that enhance efficiency, improve forecasting, and elevate both employee and customer experiences.
1. Adapt to demand changes quickly
Unexpected peaks or troughs in contact volume, staff absences, and gaps in productivity can throw even the best-laid schedules off balance.
Conventional WFM systems are not designed to dynamically make changes on the fly as this has historically been the role of a Real Time Analyst and/or Team Leaders.
Real-Time Management automation technology responds instantly to real-time fluctuations.
If contact volumes dip, agents can be reassigned to training sessions or other tasks.
When volumes rise, they are swiftly redirected to handle incoming enquiries, ensuring resources are always optimally allocated.
This proactive approach minimises idle time, prevents agent burnout, and enhances overall efficiency.
2. Improve shrinkage reporting and future forecasting
Demand forecasting is a critical element of contact centre management, but even the most advanced models can’t predict every variable.
Unexpected changes in customer demand or staffing levels will happen regardless of what planning has taken place.
Real-Time Management automation solutions refine schedules by continuously analysing real-time data from your ACD and the schedules in your WFM system.
It can adjust staff schedules if they get stuck on a call over their lunch break or after their shift has ended and it can ask if they need help if a call has a longer AHT than usual thus helping with staff engagement.
By automating schedule updates, you can maintain service quality while minimising the administrative burden on your Real Time Analysts and Team Leaders enabling them to do more value-add tasks.
It also means that future forecasting is more accurate as historical shrinkage reporting (an input in future forecasts) is a true reflection of what happened.
3. Enhance Employee Satisfaction
A disengaged workforce can lead to high turnover rates, poor performance, and lower customer satisfaction.
Traditional WFM processes often leave employees feeling stuck in repetitive tasks with little room for development, especially if their training keeps getting cancelled or postponed.
Real-Time Management automation combats this issue by integrating microlearning sessions and real-time performance feedback into the workday.
Agents receive bite-sized training, or company product updates during lulls in activity, fostering skill development without interrupting service delivery.
By keeping staff engaged and continuously improving their skills, automation helps create a more motivated and satisfied workforce.
4. Elevate the Customer Experience
Customer satisfaction depends on efficient and responsive service, which is only possible when contact centres effectively manage their workforce.
When schedules are out of sync, wait times increase, and service quality declines.
Real-Time Management automation ensures the right staff are in the right place at the right time, reducing wait times and improving resolution rates.
The result is a faster, more seamless customer experience.
Conclusion
In a fast-paced contact centre environment, automation isn’t just a luxury—it’s an essential tool for success.
Real Time Management automation solutions enhance workforce adaptability, eliminate inefficiencies, and improve both employee engagement and customer satisfaction.
By incorporating automation into workforce management (regardless of what WFM platform you use), businesses can streamline operations, reduce costs, and build a more agile and effective team.
If you would like to know more, get in touch.
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- About the Author
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Julie-Anne Hazlett specialises in Workforce Optimisation and has been working with organisations in this space almost 30 years. In 2024 she was honoured as one of the Top 100 influencers in the APAC contact centre industry.
