Workforce Management

[dllohio]

How big do you need to be to justify spending $$$ on workforce management software? Currently we have approx 50 people taking calls, however they are segmented into smaller groups....18 in one....7 in another 6.....6....etc....we are going to cross train a couple groups, but the rest need to be seperate.

Is there a package out there for small call centers? Consultants have recommended workforce management...I don't see the benefits if we are small....if a group of 6 has one out on vacation and another calls off....I know we are in bad shape for that day....I don't think there is a need for an expensive software to tell me what I already know.

However, I'm not the expert on WFM so I hope someone with a similar size call center can share what they have learned in this area.

So....are there any packagaes out there for the small guys? My manager really wants this but I disagree for now, until we see if any packages can meet our needs.

[Martijn]

Hi,

there are indeed WfM packages for small call centers. At our company we use TotalView by IEX. I know they also have a TotalView just for small centers. You can take a look at www.iex.com.

[Clint]

dllohio,

When we were a smaller organization we evaluated several packages and didn't find a good off-the-shelf fit, so we developed our own. Now our operation is much larger and we continue to use homegrown WFM. If you would like to exchange ideas, please feel free to contact me. I noticed you are in Columbus ... we have 2 locations there and would be glad to get together.

Clint
402-486-4608
CallTech
csesow@calltech.com

[JoeB]

Try www.DiagnosticStrategies.com/EasyErlang.htm.

[ctaylor]

I agree with JoeB, erlang calculators and excel spreadsheets will get the job done.
In my experience we couldn't justify the cost of WFM system until we had 4 centers and 1000+ agents, the breakeven didn't work.

If you are loonking at bigger system then you should certainly evaluate IEX, Aspect, Blue Pumpkin and Pipkins at minimum.

Hope this helps. Feel free to email me if I can be of further assistance at ctaylor@thetaylorreachgroup.com.

Colin Taylor

[OPsMan]

I can understand using spreadsheets and calculators however they do little to compare to a Suite. Are you planning to grow your business? We use Blue Pumpkin with 1300 users and have a total ROI in less than 7 months. The choice is yours but I would recommend a suite.

[jp2time]

I can tell you first hand, I've worked on and consulted with IEX Totalview, TCS and Blue Pumpkin. If you want the best out of the box, go with IEX Totalview. If you are looking for a cheaper solution try Pipkins.