Less Than a Fifth of Contact Centres use a Hosted WFM for Scheduling Staff

What-systems-do-you-use-for-scheduling-staff

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According to our poll, just 19% of contact centres use hosted WFM’s to aid the staff scheduling process.

Whilst spreadsheets were the most common methods of calculating staff numbers, 11% still use either pen and paper or a white board.

Poll – What Systems do you use for Scheduling Staff? – answers

Pen and paper – 9%
White board – 2%
Spreadsheets – 55%
WFM system (on premise) – 47%
Hosted WFM – 19%

Source: Call Centre Helper webinar: Creative Scheduling Strategies Sample size – 113 Date: September 2013

Author
Jo Robinson

Jo Robinson has worked at Call Center Helper since 2007. She started off as News Editor and is currently Operations Manager. Jo quality checks a large number of the articles on Call Centre Helper, along with caring for our customers, managing the eblast programme and sponsorship of our annual benchmarking survey.

Connect with Jo on LinkedIn

Less Than a Fifth of Contact Centres use a Hosted WFM for Scheduling Staff

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