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Why many call centers still do not implement complete WFM solution?

Even today, many small and medium-sized call centers and help desks still don't implement complete workforce management or workforce optimization solutions. Some call centers still use spreadsheet-based equations or Erlang C based agents staffing calculators and some manually schedule and roster their agents.

Following are some common reasons for a call center not to adapt WFM software and our explanations why WFMwizard is different and will probably overcome these true concerns.

WFM software is too expensive for my call center/help desk.

Enterprise workforce management suits for small call centers starts at around $15,000 US, a price still not affordable to many small operations. These applications also demand in addition investments in implementation, integration and training. Stand-alone WFM applications sold on the web today are usually not true and complete workforce management applications handling the full weekly planning cycle. We decided that price should not be an issue for any call center around the globe in need of complete WFM software, so WFMwizard starts at only $995 for the full package.

Installation and Implementation of the software are too complicated.

WFMwizard requires only a few minutes to be installed. Being a standalone application, you can install it on your laptop or desktop workstation. No integration to any other call center system or application is required. Configuring a new call center in the system usually takes around 30 minutes when you have your historical call center data prepared (and this is also a relatively simple task, guided step-by-step by WFMwizard extensive help module and by our friendly support team).

Workforce Management software is too complex to be operated by our internal staff.

Most Enterprise workforce management suits require specialists to help with their deployment, management and maintenance. They are usually too complicated to be self trained and operated by the internal call center personnel, at least in the

first phase. WFMwizard is all but that. We designed and developed it as a modern yet extremely user friendly application, so it can be self deployed, trained and operated by any relevant call center employee, either an operations manager/consultant, workforce administrator or the call center manager.

The software's recommendations are unreliable. 

Agents staffing and scheduling is based on forecasting inbound call volume. It is a combination of science and art and usually requires enough historical data, fine tuning the models and outputs and manually combining the call centre managers' experience and "gut feelings" regarding the upcoming weeks. WFMwizard will learn your calls patterns and trends, develop sophisticated models to predict your calls and allow you to influence the results with your experience - knowbody knows your business like you do. But, you should be aware that forecasts probably would not be perfect on the first few weeks of operation.

I have no support when I buy software on the web.

Even though we designed WFMwizard to be extremely easy to implement, learn and operate, we believe that implementing workforce management software can be made even easier with proper vendor support. Buyers of WFMwizard are entitled to free first call center guided start-up Support. Offering this kind of support for free means that we would like to make sure that you don't have any problems installing and starting to use our software. This guided start-up support is valid during a 60 days' period following the date of the purchase.