Workforce management (WFM) is the bedrock of contact centers. Every thriving call or contact center has a foundation of solid WFM, the true backbone of the customer experience (CX).
When done right, WFM keeps calls short and sweet and builds trust and loyalty. It helps you prove that every minute a customer spends with your brand is well spent.
So, how do top centers execute WFM well? In Part 1 I discussed how to measure your current service numbers, and the difference between WFM and workforce planning. Here in Part 2 I will outline the strategies to reduce wait times through effective WFM.
Identifying the Root Cause(s)
Knowing your center’s numbers is crucial as it helps to understand what is going on. But it doesn’t tell you why it may be happening.
For example, high average handle time (AHT) numbers for a week could be because a significant class of new hires transitioned to the call center floor or a large number of customers were having issues with a product or service.
Knowing your center's numbers is crucial as it helps to understand what is going on. But it doesn't tell you why it may be happening.
This is where we need to identify the root cause(s).
1. Define the problem and its impact
Example: “Customers are complaining about long wait times to speak to an agent.”
2. Ask “Why” multiple times (5 Whys Technique)
Examples:
- Why are customers experiencing long wait times? → Not enough agents available.
- Why are there not enough agents? → High absenteeism.
- Why is absenteeism high? → Agents feel overworked.
- Why do agents feel overworked? → The call volume is higher than forecasted.
- Why is the forecast inaccurate? → Historical data wasn’t updated with recent trends.
3. Review the data, such as occupancy rate and service level (SL), to name a few
Example: Analyze past forecasts, actual call volumes, and agent schedules to identify mismatches.
4. Gather input from the team to understand what else might be contributing
Example: Agents may also lack proper tools to handle calls quickly and training might be inadequate.
5. Once you identify a likely root cause, test it to confirm
Example: Adjust forecasts to include recent trends and see if the issue improves.
6. Fix the root causes, not just the symptoms
Example: Update forecasting methods, increase training, or adjust scheduling to better align staffing with demand.
Investing in Your People
It’s also crucial to keep a close pulse on agent morale, as it directly affects the quality of service your team delivers. Low morale often leads to disengaged agents and higher turnover rates. High turnover increases costs, disrupts team dynamics, and impacts overall service consistency.
A few years ago, I was brought in to assist with a customer service training course for a call center. At first glance, it seemed the agents’ level of service just wasn’t meeting the mark with callers. Complaints were piling up and something was clearly off.
After digging into some of the metrics and asking a few questions, it quickly became clear that the issue wasn’t due to a lack of training. Instead, it was a deeper, more troubling problem: a toxic work culture. Agents wore their dismissive attitudes toward callers like badges of honor, almost as if they were competing to see who could “teach customers a lesson” about respecting call center agents.
The situation wasn’t helped by the rampant absenteeism, which led to long wait times and frustrated callers, which further fueled the cycle of poor interactions.
Despite my efforts to uncover the root cause of this toxic culture, leadership chose to stay silent. They avoided my questions, hoping I’d just do my job and move on. Unfortunately, that’s precisely what happened.
It's also crucial to keep a close pulse on agent morale, as it directly affects the quality of service your team delivers.
The long-term consequences of ignoring the problem were inevitable. Two years later, the call center lost its contract. It was a potent reminder that toxic work environments can sabotage even the most well-intentioned operations.
And despite having some of the best tools in the industry - advanced agent dashboards, state-of-the-art phone systems, chatbots, and more - it was all just a shiny veneer.
These tools were like spritzing on the most expensive perfume to mask the stench of a toxic work culture. The fragrance might linger momentarily, but the underlying odor eventually seeps through, leaving a lasting impression that no technology can fix.
That’s why I always advocate for investing in your people.
Take the time to understand their challenges, coach them through obstacles, and equip them with the tools to succeed.
Focus on soft skills, provide opportunities for continuous learning, and celebrate every win: big or small. Yes, embrace the “kumbaya” moments: because building a team that feels valued and supported isn’t just feel-good fluff; it’s the foundation of long-term success.
Taking Action
Now that you’ve got your numbers in check and a strong team backing you up, the calls keep stacking up, and that timer won’t let you forget how long your customers have been waiting.
So, it’s time to take action. Here are a few tips to help reduce long wait times and keep your customers happy.
1. Predict and plan
- Make use of machine learning and historical data to predict call volumes, taking into account promotions, seasonal trends, and service changes, to name a few.
- Adjust schedules in real time by reallocating agents from less busy call queues or pulling them from other channels, such as email or chat, to assist with the spike in call volume.
- Cross-train agents to assist with multiple call queues or customer interactions.
- Hire temporary staff for busy periods to help with the call volume.
2. Automate the basics
- Use AI assistants and chatbots to handle routine questions. That way, agents can focus on the more challenging questions.
- Create and use easy-to-use-and-understand self-service options on your website or app. It’s also essential to make customers aware of these options and how to use them.
3. Smarter routing
- Direct customers to agents with the right expertise to cut back on transfers and resolve customer inquiries faster.
- Give customers the option to receive a callback versus continuing to hold. This will help reduce customer frustration and abandonment rates.
- Monitor queues in real time and, if possible, set up alerts when wait times exceed defined levels so you or your team can make real-time adjustments.
4. Empower agents
- Invest in continuously training your agents. Provide them with access to experienced agents and your leadership to help reduce AHT.
- Provide tools to help agents with creating notes and summarizing calls. Supply them with knowledge bases to help find what they need when they need it the most.
5. Collect feedback
- Listen to calls regularly, especially during peak periods, to identify the cause, for example, for the increase in call volumes. Also, review your CRM for common call types. Additionally, see if the questions and solutions can be added to your chatbot, AI assistant, or website.
- Ask your customers and agents about their wait-time experiences to identify pain points.
At the end of the day, customers don’t want to be left holding on the line, waiting endlessly for answers. In today’s fast-paced world, where attention spans are shorter than ever, patience is a rare commodity.
Forget waiting a minute to speak to an agent. Today’s customers won’t hesitate to move on to another service, which is as simple as scrolling to the next TikTok video if their needs aren’t met instantly.
Invest in continuously training your agents. Provide them with access to experienced agents and your leadership...
Customer expectations have evolved, and companies must keep pace or risk becoming irrelevant: like last season’s fashion trends.
The good news? Meeting these expectations isn’t an impossible task. It requires a thoughtful balance of cutting-edge technology and human connection.
By leveraging tools to streamline operations and investing in your team’s development, you can create a seamless, satisfying experience that keeps customers returning.
The message is clear: adapt, evolve, and embrace change. Or be left behind.