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Let’s face it, Contact Centre workforce management (WFM) is a bit of a minefield.  

The goal of WFM is obvious enough. You want the right number of agents with the right skill levels in place for every shift. Get it right and you maximise revenue opportunity, reduce churn rates and create better customer experiences, while lowering operational costs.

Get it wrong and the opposite happens. Either you’re left with too many agents, or you’re left with too few. In the first instance, agents are left twiddling their thumbs while you hemorrhage money. In the second, customer dissatisfaction grows and overworked staff contemplate less stressful futures elsewhere.

Now add the pandemic into the mix, and the fact that team leaders can’t physically judge the overall productivity of their agents by simply scanning the room. In these circumstances, WFM becomes trickier still.  

Getting the balance right?

So how do contact centre managers go about getting the balance right? Traditionally, it’s been a mix of intuition, experience and basic number crunching, but this analogue approach is no longer enough.  

That’s because scheduling staff shifts in modern contact centres is more complex than ever. It starts with a forecast of the likely number of inbound enquiries, based on previous experience and known upcoming events. Anything from a Bank Holiday to the start of your latest marketing campaign can seriously impact your inbound forecasting.  

Then you have to match that forecast to your available agents, while considering rotas, workload, skill sets, contracted hours, holidays and workforce wellbeing, among other factors.  

And depending on your business, you may have to factor in the SLAs you offer your customers, and the ever-changing metrics your C-suite uses to measure the health of the business.

And let’s not forget that contact centres are often omnichannel these days, meaning your responsibility isn’t just to customers who pick up the phone. If you advertise SMS, web chat, email and social media as ways to get in touch, you’d better have the right people on hand to answer digital queries in a timely manner.  

We could go on, but you get the picture. Like we say, it’s all a bit of a minefield.

Workforce management: the old school approach

So how do contact centres absorb this tsunami of information, create an accurate forecast of need and allocate agent resources appropriately?

Many of them still do it using a spreadsheet.  

It’s an admirably old school approach, but it makes WFM a hugely complex and time consuming task, as businesses manually try to match call volumes to staff availability while also meeting all the criteria mentioned above.

The spreadsheet method also introduces the very real possibility of human error. Put the wrong figure in the right box, or the right figure in the wrong box, and your entire plan could be pushed out of balance.  

In fact, this manual WFM approach simply isn’t equipped to handle the complexities of a modern call centre. Many WFM spreadsheets use what’s called an Erlang formula, a mathematical calculation for matching staff numbers to service needs.

If that sounds high-tech, don’t be fooled. The Erlang formula can’t take into account peaks and troughs in call rates, priority callers, omnichannel solutions are scores of other criteria that affect the resource requirement of contact centres today. It’s an outdated solution that errs on the side of caution and frequently leads to overstaffing.

Modern workforce management: accuracy and insight

The alternative is a digital WFM solution. The best of these use sophisticated statistical analysis to make sure call centres always have the right staff in place to reach their goals.

They do all the number crunching for you, freeing up management time for more productive tasks. They take away both human error and the over reliance on outdated mathematical formulas.

So how do they work? Well, MaxContact’s industry-leading WFM uses statistics from the last 12 months to create highly accurate forecasts based on the actual reality of your business, rather than vague assumptions about the sector, or educated guesswork. By analysing data from a full year, the algorithm accounts for seasonal peaks, historical trends and more. By doing so, it provides a highly accurate and cost-effective workforce schedule.

It takes all this information and automates the labour intensive task of shift creation. This takes minutes with MaxContact, though it can take much longer with competing solutions. Rotas can then be assigned to agents with a single click, via email, SMS or calendar integration.

Predicting the future

And MaxContact’s WFM goes further. It lets you build ‘what if’ scenarios, predicting future performance based on past performance and new variables. For example, if you want to answer more calls or reduce call waiting times, feed the figures into the WFM solution and it will estimate the extra resource you need to meet your goals.

Importantly, it also allows you to measure the performance of home based agents, and provides real time reporting on call traffic, cost analysis and more. This data-driven approach makes it much simpler for contact centres to adopt permanent remote or hybrid working models without sacrificing efficiency.  

In addition, it makes it much easier to fill in gaps in cover with part-time, home-based agents who need to fit work around childcare or other responsibilities. By doing so, MaxContact WFM gives you the flexibility you need to succeed in a new world of work.

MaxContact’s powerful WFM solution automates a highly labour-intensive process and adds a whole new level of precision. Use it to make the most of your talent, while reducing churn, minimising costs and adopting new, more flexible ways of working. It’s a big step up for your staff, your business, and your customer experience.

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After the events of the last few years, contact centre and IT leaders are looking at their contact centre technology and asking if it could be improved. The shift from onsite to more remote and hybrid working arrangements emphasised the advantages of cloud-based solutions in all sorts of areas, and contact centre software was no exception.

Cloud vs. on-premise contact centre software

You probably know the script by now. Cloud-based software allowed agents to swiftly and smoothly transition to remote working almost overnight. It gave them all the features they had on their office handsets, only anywhere and on any device. It allowed managers to monitor productivity remotely.

In a nutshell, cloud was just a lot easier in a crisis than on-premise solutions.

And yet, some contact centre/IT leaders still doubt moving outbound operations to the cloud. That’s understandable. Handing control over crucial infrastructure to a third party is a leap of faith. When sensitive data and painstakingly nurtured customer relationships are at stake, it’s natural to be cautious.

Take a look at the table below for a snapshot of some of the other key differences between on-premise and cloud solutions.

We’ve discussed harnessing the benefits of cloud contact centre software more in-depth in another blog. However, in the rest of this guide, we will be  looking at cloud diallers from a contact centre leader’s perspective with four objections we hear every day,explaining how the latest cloud software overcomes them

Overcoming objections to cloud-based dialler

Objection 1: “We won’t be in a crisis forever”

Thankfully, the pandemic is over but life hasn’t exactly gone back to normal. Many companies are still offering flexible, work-from-home call centre agent roles.

So why struggle on with inflexible on-premise software? It’s widely accepted that cloud dialler software make it easier to equip remote workers.. Companies that continue to offer hybrid working as standard (when working time is split between home and office) will have a recruitment and retention advantage.

Quite simply, the best agents will favour businesses that give them more flexibility over where and when they work. Cloud dialler software makes that easier because your team can work from anywhere, without compromising functionality or quality.

Objection 2: “We can’t afford ongoing cloud fees”

Many leaders and Financial Directors like the one-off fee of traditional contact centre solutions. You buy it, and you own it. Whereas a cloud dialler license is essentially a rental agreement that has to be renewed every month.

But does that make cloud dialler software more expensive? No. Here’s three reasons why:

1. There are no upfront costs beyond handsets (or you can use softphones or BYOD for free) and no ongoing maintenance fees.
2. Updating and upgrading is handled remotely by your provider, freeing up IT staff time for more productive tasks. You don’t have the hardware refresh cycle of buying new hardware typically every 3-5 years.
3. Plus, you never pay for capacity you can’t use.

Get built-in security, high-availability and infinite scalability with cloud-based solutions.

This last point is important. With a cloud dialler, you can scale up your requirements with a couple of clicks. You can scale down again just as easily. You never have to invest in spare capacity ‘just in case’.

It’s the same with features and functionality. When you buy a desktop software solution, it’s essentially static. When a new upgraded version comes out, you have to invest all over again.

With cloud, your license fee covers updates, upgrades and new functionality – you get built-in security, high-availability and infinite scalability.

At MaxContact, we drive a continual cycle of innovation, and new features are pushed out to customers automatically (you can choose whether you want to use them or not).

We could go on, but suffice to say, that when you take all this together, cloud is both more agile and more cost-effective than on-premise equivalents.

Objection 3: “We love the contact centre features we have”

We get it. Your current set-up comes with a host of productivity-enhancing features and a predictive dialler that means your agents spend more time talking to customers and less time on unanswered calls. It’s a lot to give up.

Well, it would be if cloud-based alternatives couldn’t do better.

As we mentioned above, the beauty of cloud is that it allows for continual innovation, and that includes regular data-driven tweaks to performance algorithms. In our case, that’s made for a predictive dialler which performs far better than industry standards.

Let’s put it this way. Most diallers (on-premise and cloud) advertise a 300% uplift over manual dial. We set the bar higher, aiming for that level of uplift not just over manual dial but over other diallers too. Our outbound solution also manages itself over the course of a day, automatically optimising performance while you get on with other tasks.

With cloud, you don’t just get all the normal dialler features. You get new features as soon as they’re available.

With SaaS, customers benefit from 10 times more updates in a year than onsite dialling solutions – which normally offer an upgrade every six months.

And of course, you get full compliance, which in MaxContact’s case also means built-in proprietary features that reduce the chance of dropped calls.

We get it. Your current set-up comes with a host of productivity-enhancing features and a predictive dialler that means your agents spend ore updates in a year than onsite dialling solutions – which normally offer an upgrade every six months.

And of course, you get full compliance, which in MaxContact’s case also means built-in proprietary features that reduce the chance of dropped calls.

Explore our features >

Objection 4: “Cloud is a security risk”

All SaaS creators have faced this objection at one time or another, and it’s probably the biggest leap of faith contact centre managers have to make. You’re dealing with sensitive data. Any breach could threaten your reputation, your revenue and your future, so you’re right to be wary.

But in 2023, the best way to protect your data is in the cloud. Don’t just take our word for it. In the most recent KPMG/Oracle Cloud Threat Report, three-quarters of IT and cybersecurity professionals felt the cloud was more secure than their own data centre.

How does security pan out with cloud contact centre solutions? Well, our  services are hosted on the Microsoft Azure public cloud, which is backed by Microsoft’s huge security investment and the latest global security standards. By working with Azure, our solution is automatically protected by regular intrusion detection monitoring, penetration testing and virus scanning.

Security is also at the core of our software development. We rigorously test everything ourselves, and then we employ third-party experts to test everything again – and again. The upshot is a highly secure solution on a highly secure network.

Learn about our built-in security & compliance >

Ready to adopt a cloud-based dialler solution?

We’ve covered four objections we hear every day about migrating to a cloud-based solution including the changing work environment, fees, feeling comfortable with your existing features, and security and compliance. It is clear that the latest cloud software overcomes all of these and allows contact centre managers to enjoy efficiency, productivity, enhanced security and cost benefits.

Want to find out more about moving to a cloud-based solution in your contact centre? Book a demo today.

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As the main or only point of contact with many customers, contact centre performance fundamentally drives the business bottom line.

So how do you make sure yours is working as effectively as it can? MaxContact’s Product Owner, Sean McIver – who has worked on the contact centre front line – says it’s a mix of engaged agents and technology that helps teams to work smarter.

Here are his top tips for all contact centre leaders:

Your team

The importance of good agents can hardly be overstressed. During Covid, their worth became even more apparent, with agents in some sectors taking on frontline worker status. That hasn’t gone away and isn’t likely to long after the pandemic ends. Your customers are more accustomed than ever to judging organisations on the quality and efficiency of their customer service interactions. All efforts at contact centre performance management should start with your agents.

Give agents the skills they need

As agents have become more important, their knowledge of your products and services – and their ability to interact with customers in an empathetic way – is a huge differentiator for your business. Remember that customers will share a negative interaction far more readily than a positive one.

So continuous training strategies are crucial. Technical skills are essential but focus on softer skills too. How do you talk to an angry customer? How do you empathise with someone in distress? Give your agents the human skills they need to turn customers into ambassadors for your brand.

Consider their mind-set and wellbeing

The pandemic caused a shift in awareness relating to mental health. Workforce wellbeing is seen as a crucial part of business success. Internal empathy translates down the line to your frontline agents, so wellbeing should be part of any contact centre performance management strategy.

Engaging with staff, and making sure they’re doing the right things for their health and wellness, makes a world of difference.

Recognise and reward

Skilling up your team has the added advantage of showing employees that you care about their careers, and are keen for them to progress. Settled teams with low churn levels are more productive because they know your organisation and its products and services inside out. Retaining an experienced employee is always more economical and productive than recruiting an inexperienced one.

The better your call centre environment, the better your customer service. Incentives and rewards for good work are an essential part of call centre performance management. But don’t make it all about hitting targets. An employee who solved a customer’s complex problem deserves recognition, even if it gnawed away at the time they could spend on other calls.

My advice would be to ensure that you’re carefully considering the targets you’re setting for your agents. For example, you could find that if you focus on reducing average handling times, you could impact the quality of the service your team is providing. Be mindful that one target can introduce other behaviours that you need to look out for and understand.

Finally, it’s essential to look at productivity at an operational level and understand the actual business value (reputation, CSAT and financial) of first call resolution versus metrics like average handling time.

Be curious

Alongside rewards, giving feedback to your teams is crucial for call centre efficiency. According to PwC, nearly 60% of survey respondents said they’d like feedback daily or weekly. That number increased to 72% for employees under age 30. More than 75% of employees across roles believe feedback is valuable, and 69% say they would work harder if their efforts were acknowledged. Good agents want to know what they’re doing well and how they can be better, and they want recognition for going the extra mile.

Feedback is more important than ever right now, when remote or hybrid workers might be feeling isolated and out of the loop. Check-in with them often, and with empathy.

With MaxContact, it’s possible to talk directly to your agents while they are on the phone to customers. Ensure your managers are watching the wallboards and helping out your teams with live coaching and monitoring where they can. The sooner the feedback, the more impactful it is. Productive feedback can help the agent feel more supported too.

But you shouldn’t just look to give feedback. Ask for it, too.

Your teams are speaking to customers all day, every day and have to follow the process your business dictates. Feedback from agents on both customer sentiment and how easy or hard it is to do their job using the systems they have is truly invaluable. As an example, if you have a self-serve option in your IVR but your agents are still fielding these requests, ask why. Perhaps there is a common failure point. Dynamic trial-and-error is one of the cornerstones of ongoing success.

Don’t assume your teams are proactively avoiding work if a stat doesn’t make sense. Understand it first and course-correct, whether that’s the process, messaging, feedback into product and propositions or even looking at investing in better software. Whatever it is, you need to keep as close with your agents as possible.

Your technology

When your technology helps good agents work more efficiently, you have the perfect recipe for an effective contact centre. Your technical solution is the middle ground between your customers and your staff, so it has to be robust and flexible.

Integrate and simplify

Perhaps most importantly, your contact centre software needs to simplify your agents’ lives, not complicate them. Agents flipping between tabs and tools to find customer information or answer queries is a recipe for errors, unhappy clients and increased call handling times. Integration is the answer. Use software that pulls data from numerous sources (CRM, billing systems, etc.) into one simplified platform. I firmly believe that agents need a ‘single source of truth’ – one place where they can get data and, ideally, input data as well.

Agents armed with easy access to all relevant customer information will deliver more ‘one call’ solutions, the holy grail of contact centre management. Effective scripting can ensure that your agents lead the customer on the most effective journey throughout the conversation, while reinforcing a sense of expertise from the agent, because they have the information they need in the moment at their fingertips – fewer ‘ums’ and ‘ahs’ and unnecessarily placing the customer on hold to check things.

Intelligent routing will help here. Your software should help callers get to the right people first time, so feature-rich IVR (Intelligent Voice Response) is crucial. IVR also allows 24/7 operation for many routine requests and services – the average customer doesn’t want to speak to an agent, they simply want the ability to self-serve. Balancing this with ensuring that customers can still talk to someone if they need to is critical – we’ve all experienced the frustration of endless IVR options! Within MaxContact, customers’ ability to self-serve through payment IVRs, checking balances and setting reminders, and getting out of hours voice messages, are all examples of giving customers both choice and control.

One MaxContact customer who introduced our intelligent automated IVR saw a 22% reduction in call handling times and a 36% reduction in calls requiring agent involvement. Good IVR gives your agents more time to create memorable customer experiences and solve more complex customer issues.

Predict and succeed

There are lots of other ways in which good technology improves call centre efficiency. Predictive algorithms optimise outbound dialling. Omnichannel communications cut down on call times, impress customers, and permit the serving of multiple customers in parallel. Real-time analytics and sophisticated reporting help managers ensure contact centre teams work productively, which is especially important when agents work remotely. Technology is evolving at a breakneck speed within the contact centre industry, with mechanisms such as speech analytics and automation becoming the norm.

Another highly effective feature of high-end solutions like MaxContact is predictive workforce management. Our unique algorithm sifts all interactions with your contact centre and uses statistical analysis to ensure you have the right staff with the right skills in place for optimum, cost-effective cover.

We could go on, but the message is clear. In 2022 and beyond, the highest performing contact centres will be those where remote and office-based staff are valued and rewarded, and where technology is optimised to give your agents the tools and time they need to create better, more satisfying customer experiences.

Get in touch to find out how MaxContact can help you with this.

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Are we at the beginning of the end, or the end of the beginning? As far as Covid-19 is concerned, nobody seems entirely sure. The vaccination rollout promises an eventual release from lockdown, but scientists remain cagey about when everyday life might properly resume.

In the meantime, many of your sales and customer service staff are getting used to working from home. They may be there for a while yet, at least until a combination of the vaccine rollout and better summer weather allows for a cautious return to the office.

Even then, not every business will be forcing staff back into work full time. Social distancing rules are likely to remain in place for the foreseeable future, limiting the number of employees in the same space at the same time.

There’s also growing speculation that many companies will never return to pre-Covid work practices, and that some form of flexible working will become standard practice. A recent Call Centre Helper poll showed that just 7% of contact centres planned to return to the office as normal², and ONS reported a 47% increase in demand for home working amongst call centre staff¹. The data’s there to see,  hybrid working, where employees spend some of the week in the office and some working from home, will become far more widespread once the pandemic ends.

The hybrid model of work

There are certainly benefits to it. According to research from Slack, most knowledge workers want a hybrid remote-office model in future. Hardly any want to return to the office full time. Those results are mirrored across sectors and industries, inferring that companies who want to attract the best talent may have to offer hybrid working as a benefit.

Even among businesses with large sales and customer service teams, the benefits of hybrid working may outweigh inevitable misgivings. Many businesses believe they can cut post-pandemic costs by reducing office estates and moving to smaller premises that only have to accommodate a proportion of a firm’s total workforce at any one time.

Put it all together, and it means remote working probably isn’t going anywhere, even after Covid. And even businesses that remain determined to return en masse to the office eventually have no real idea of when that time might be.

So, we’re trying to balance all of this, with changing consumer contact habits – increased adoption of new channels and differing contact patterns – as well as a globally reported increase in contact centre demand, with support firm ZenDesk seeing a steady 16 per cent increase in support contact requests above pre-pandemic levels³.

Productivity challenges

So instead of holding on to pre-pandemic processes, businesses might be better asking how they can adapt more effectively to the ‘normal’ of today while also preparing for whatever tomorrow might throw at them.

Or to put it simply, how do you equip your remote staff with the tools they need to work as productively away from the office as they can in it? How do you train and mentor your teams remotely? How do you continue to delight customers and drive sales when most of your team is working from home? When your workforce returns to a socially distanced office, or splits its time between the office and home, how do you maintain a consistent customer experience?

Businesses have been asking similar questions since last March, of course. But many now realise that the sticking-plaster solutions hastily implemented then are no longer enough, especially when it comes to customer contact. Communications platforms need to give employees the tools they need today, while future-proofing businesses for whatever next month, next year or even the next decade might bring.

Is cloud-first the answer?

It’s for that reason that businesses of all kinds are turning to cloud-based solutions. When your contact centre solution lives in the cloud, your agents can access it from anywhere, on any device, onboarding new starters and completing system training remotely is easier. And, with solutions like MaxContact, new features and functionality are consistently introduced as market trends and business needs change.  

But there’s more to a future-proof solution than simply the convenience of cloud. It has to be highly reliable, flexible and secure, while giving you the data you need to measure performance and implement change.

MaxContact is cloud-native for that reason. You get the assurances with the combination of a fully equipped contact centre solution that fulfils all these requirements combined with a resilient uptime guarantee of  99.999% so dropouts and downtime won’t affect sales and customer service. Whilst real-time dashboards and custom reporting give managers full transparency over their teams’ efficiency, wherever they happen to be located.

reduction in training, the issue of training a workforce in the contact centre fast and easily remotely has been of major benefit

This valuable data can eventually be used to inform decision making around post-pandemic working models, giving a real insight into the benefits and challenges of remote working models based on your specific circumstances for every campaign and every call centre agent. This data becomes invaluable in a world were presenteeism in some form has been part of most of our everyday lives for the past 12 months.

Security concerns

Working from home has meant that the companies networks – that were once a secure perimeter – have expanded to every employee home and the plethora of devices they use. There’s now an increasing need to deploy communications solutions with network and data centre security baked in. But we go further. Granular permissions mean you can limit the data your home working teams have access to and remove restrictions at the click of a mouse on those days when they are working from the office.

In fact, MaxContact gives you that kind of agility throughout your contact centre operation. You can add and remove users in minutes, and equip new sites in just a couple of days. MaxContact lets you calculate your staffing requirements using statistical analysis so that, wherever your workforce is based, you always have the right staff with the right skills in place.

In other words, powerful contact centre solutions like MaxContact don’t just solve the temporary challenges of remote working. They equip your business for an uncertain future.

Use our powerful cloud platform to create an agile, secure and streamlined contact centre that not only adapts to the unpredictable challenges of the post-pandemic world.

Sources:

1. https://www.bluearrow.co.uk/find-staff/workforce-insights/impact-of-covid-on-call-centres
2. Call centre helper, 2021 predictions webinar
3. https://www.zendesk.co.uk/blog/zendesks-benchmark-snapshot-impact-covid-19-cx/

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We are pleased to announce FPE Capital have helped finance an acquisition of MaxContact led by the MaxContact management team.

Lars Pedersen, a serial SaaS executive, has joined the board as Non-Executive Chairman.

The acquisition will further help realise the management teams vision for the company and solution. With an investment of over £1.25m in additional staff already taken place, clients can expect an accelerated roadmap, more comprehensive product offering and uplift in service delivery. MaxContact will continue to innovate and enhance the solutions to all clients, along with an additional focus on other key areas such as security, compliance, stability and scalability of the solution.

David Barbour, Managing Partner at FPE, commented:

“FPE is delighted to have completed the growth investment into MaxContact. Our expertise is focussed on investing in companies operating in large markets that are experiencing change, where we can help the management team to accelerate their growth rate. The case for brands to improve their customers’ experience and scale their own operations by moving to a cloud-native solution such as MaxContact’s is proven. We are delighted to be supporting Ben and the management team in capitalising on that trend in the coming years”.

Ben Booth, CEO of MaxContact, added:

“We are delighted to have chosen FPE as our partner. Their experience in technology, and SaaS in particular, is a real differentiator and we are pleased to have them on board as we accelerate our product roadmap and invest in our go-to-market capabilities”.

MaxContact is customer engagement software that drives impact, conversions, and smarter customer experiences. Find out more about us.

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MaxContact have announced that they have moved four UK contact centres amassing to nearly 2,500 contact center agents to work remotely from home using the MaxContact platform, in response to increased call volumes and capacity requirements due to the COVID-19 pandemic. The rapid deployment and on-boarding of two new centres along with elastic expansion of two existing clients provided the ease and flexibility required for immediate deployment of such vital services.

Further emphasising the agility and convince true cloud service providers can offer, MaxContact provided all 4 centres within 48 hours to its clients, all working from home and including training and materials to the two new customers.  MaxContact continual success as a disrupter to the industry was emphasised further by the speed and security the system offers in order to pass the stringent criteria for healthcare campaign.

“The providers perform critical contact centre services for the COVID-19 related calls, this critical service needs to be robust, reliable and secure for its centres” said Ben Booth CEO, MaxContact.”  This, along with other Covid-19 campaigns we have onboarded during this time makes us proud.  It shows how far we have come as a company in such a short space of time, we have been chosen by four separate centres and showing we can meet the demands of such rapid, agile and robust solutions required to help with the Covid-19 crisis”, Pat Ryan – MBA Group.

“Working with MaxContact we were able to get the system up and running, staff and agents trained and all working from home.  The whole process and speed of delivery, with the ability scale so quickly was of great benfit to us.  We simply wouldn’t have been able to onboard the campaign so fast if it was not for MaxContact”

“More and more companies are seeing the benefit of true cloud applications, being able to adapt to business needs and working with companies that can provide flexibility to scale up and scale down in their contracts as well as their service” said Ben Booth

Contact Centres are migrating to the cloud, a transition that looks only to be increasing, MaxContact are still operating at 100% capacity and seeing an uplift in opportunities across the robust, secure and agile contact centre marketplace. Secure homeworking has inevitably played a huge roll in this, along with the flexibility that cloud offers and suppliers like MaxContact will only continue to thrive in such a marketspace.

Analysts are predicting a significant growth in this sector with companies pulling forward plans for migration for business continuity and embracing home working environments that have been positive.

MaxContact is customer engagement software that drives impact, conversions, and smarter customer experiences. Find out more about us.