In this series of best-practice recommendations, we have described the four key metrics which indicate the performance of a WFM team. To recap, they are:

  1. Forecast accuracy
  2. Schedule efficiency
  3. Operational effectiveness
  4. Employee satisfaction

Together, they can be used as a scorecard for the WFM team and as tools to diagnose improvement opportunities. Knowing that the process is not as good as it should be isn’t enough. By analyzing your team’s performance using the methods described under the four headings above, you will get a clear picture not only of your current level of performance, but where you have opportunities to make improvements. The analysis can also be used to support the business case for introducing more flexibility into agent contracts, investing in technology, spending more time in coordination between WFM and other teams and initiatives to reduce staff turnover.

Not all of the metrics we propose are totally within the control of the WFM team. They involve the Operations team, Human Resources and others. But the metrics do help identify how close the call center is getting to “right number of staff, in the right place, with the right skills, at the right time to meet customer demand with quality and reasonable cost control”.

Chapter V