This article details the results of the most recent SWPP quarterly survey on critical workforce planning topics. In this survey, which focused on workforce optimization (WFO), approximately 150 call center professionals representing a wide variety of industries participated and provided insight into numerous workforce planning questions. This survey was previously done in the Spring of 2005, and we will compare the responses from the earlier survey to this most recent one. Please note that the graphs below show the 2008 information first, followed by the 2005 results.
Participant Profile
In this 2008 survey, the largest percentage (37%) of the participants was from large call center operations with over 500 seats, followed by 19% with 100-200 agents. Sixteen percent had 200-300 agents, while 14% have less than 100 agents.
Current Tools in Place
In both the 2008 and 2005 surveys, over 90% of the respondents already had workforce management software, and over 80% had quality monitoring software. The biggest differences are in the number that had e-learning systems (37% in 2005 versus 54% in 2008) and automated customer satisfaction measurement tools (19% in 2005 versus 39% in 2008).
Systems Provided by Same Vendor
Around three-quarters of the current technology systems in the call center were provided by separate vendors in both 2005 and 2008. The numbers for two or three systems provided by the same vendor are nearly the same (21% in 2005 and 23% in 2008), as are the numbers for more than three systems provided by the same vendor (3% in 2005 and 4% in 2008).
Favorite Features of Systems
The survey participants were asked for favorite features of each system they currently have in their center. For workforce management systems, many noted the reporting options available, the availability of real-time information, and agent self-service options. For quality monitoring systems, screen capture was overwhelmingly the favorite feature. Also mentioned were the features in e-learning systems that allow users to tie courses to KPIs and tie into the workforce management software. For hiring and recruiting tools, participants liked the features that automatically scheduled candidates for interviews, and did post-hire analysis. For dashboard reporting, respondents mentioned allowing the agents to receive feedback daily and to see an overall view of multiple call centers’ performance simultaneously. They also liked the consistent feedback received from an automated customer satisfaction measurement tool, and that with simulation tools, new hires get a real feel for customer accounts.
Other specific comments included:
“We are not too happy with any of the systems, but I guess the best feature is ease of navigation.”
“I like that they are separate and do each function fairly well.”
“For any of the systems, my key feature would be the ability to get meaningful information from the system/data.”
“There are many positive features with our different systems, but there are also some negatives due to the systems not being able to accurately talk to one another.”
Systems Next in Purchasing Plans
Agent performance analytics was again the most noted system that was next in purchasing plans (19% in 2008 and 26% in 2005). However, dashboard reporting was the system with the biggest change in numbers, with 22% of participants saying that would be the next system purchased in 2005, and only 10% in 2008.
Benefit of Acquiring Technology from Same Vendor
Simpler implementation was the primary benefit of acquiring new technology from an existing vendor in both 2005 and 2008. However, minimal data entry fell from the second most important benefit in 2005 to fourth in 2008. Having one vendor to manage, which was third in 2005, was second in 2008.
Drawback to Acquiring Technology from Existing Vendor
Respondents still feel that they will sacrifice “best in class” capabilities when they purchase from a single vendor. The percentage that noted this as the primary drawback rose from 34% in 2005 to 42% in 2008. However, in second place in 2008 is the notion that you are more locked into a single vendor, while in 2005, the participants were more concerned that changes in one application could affect other applications.
Features Not Currently Available
Survey respondents were asked what features they were looking for that were not available from the current vendors yet. Here are some of the responses from the most recent survey:
“An integrated dashboard that covers both call metrics and agent stats, aux information - a single location for all info.”
“More robust work tracking and WFM for back-office - specifically designed to create the data needed for back-office situations, analyze it effectively, and leverage it to manage resources.”
“Our WFM system captures daily attendance data for the agents. It would be nice if this could be integrated / automated with our company’s (separate vendor) timecard system.”
“Nothing - The capabilities of the current system matches our needs.”
“Better planning functionality for non-traditional types of work. Specifically, chat, email and ops/back-office work. I know it exists and works for chat and email, but it could be improved dramatically, in my opinion. Contact centers are so much more than inbound call centers today, and I don’t think workforce optimization tools have caught up yet.”
“Tools that combine the measurements of customer satisfaction and loyalty with agent performance.”
“Automated Proficiency scores for agents. ‘Auto Approval’ for certain types of exceptions.”
“Better algorithms around low volume queues.”
“A tie in to a good reporting database with robust reporting along with a system that ties in Long Term Planning, Finances, and Scheduling in a single product. Also a good way to forecast and plan for overflowing of calls that are not a true Multi-skill environment.”
“Ease of integration with other systems and better multi-source reporting.”
“More simulation based tools, particularly for what-if scenarios around ideal staff contracts.”
“Better data migration across applications.”
Capabilities Not Needed
Participants were asked what workforce optimization capabilities vendors were pushing that were of no use to them. Here are some of the responses:
“They are developing tools that we already have through another means. There is no cost effective reason for us to switch some of the tools out for the one stop shopping feature.”
“We could find use in many applications that we currently do not have. Our issue is more cost and limitation in implementing new solutions.”
“One product that comes to mind is software that tries to track in what direction a call is going to go. The only reason I do not see this being of use is that each customer contact is different and will require the rep to determine what information to give them and when.”
“They push everything they have.”
“Web based reporting. It simply doesn’t cover the scope of all our metrics in a way that would be pleasing to our leadership.”
“Agent metrics. Each user/company will have their own calculations, thus an ‘off the shelf’ solution isn’t of use.”
“I’m really tired of getting voice analytics pushed at us - I’m not saying that wouldn’t be valuable, but there are so many other things that are more critical to operations, and an easier sell...we’re not the right audience for that technology to begin with, I believe. Sell that to marketing or sales or quality or the execs first, workforce isn’t going to be your champion on that one.”
Other Comments about the Workforce Optimization Market
We asked for any other comments about the workforce optimization market, and got some interesting answers:
“While quality and e-learning can be more effective with integration w/ a WFM system, WFM systems can still be improved. I haven’t seen great financial reporting or integration from anyone yet and that could be considered a crucial feature of a WFM system. Why doesn’t the system tell you its ROI? It would be very easy to get if the data necessary to do so. (as an example).”
“I often find that vendors spend a lot of time telling me how to forecast, etc rather than how their tool will reduce the time/manual work required. Often the vendor is not the subject matter expert, or has been out of the direct industry for several years. I need assistance with getting the most out of the technology not with the fundamental concepts.”
“Stop selling singular modules to boost the cost for the vendor and the customer. Offer package module pricing according to customer needs.”
“I think our biggest issues are IS system server compatibilities, server space to hold all of this, and not being able to better answer IT questions and concerns about integrating workforce products.”
“User interface is becoming more and more important. The overall look and ease of use. Many of the existing tools still look and feel a little old.”
“Understand the business needs better before and during implementation. They also could be better post implementation and regular follow up for best of class usage of the products that have been purchased.”
“Give us an easily customizable dashboard that combines call analytics with agent performance, all in one place.”
“I’m not entirely sure I understand what ‘workforce optimization’ even means. That is such marketing buzz speak it has no meaning. Aren’t we always trying to optimize our workforce?”
Conclusion
Three years after the initial survey, it still seems as though the call center community has not embraced the concept of “workforce optimization” yet, and some are still not sure what this term even means. Centers are still not purchasing all their technology from one vendor. And while they see benefits to “one-stop shopping,” they are not ready to give up “best of class” capabilities from other vendors, which was the main objection three years ago as well.
