One Response to “what is work force management of a call center and what is the performance management of call center??”

1. Edward G says:

   March 31, 2010 at 1:48 pm

   There is a web site (see link #1, below) that discusses “Best Practices in Workforce Management” at some length. Following is their definition of workforce management:

   “Workforce management (WFM) sounds more inclusive than it actually is. In the call center environment, WFM encompasses four key processes: forecasting the volume of customer contacts, using the forecasts to create agent schedules that will meet your service level requirements, assigning those schedules to agents, and managing changes on an ongoing basis.”

   Another web site (see link #2, below) includes an article, “Call Center Performance Management Learning Guide,” discussing performance management. Its definition is:

   “Performance management is an integral part of managing the call center. It incorporates many management aspects, including call center planning, developing agent skills, rating agents based on metrics and rewarding agents based on performance. According to the U.S. Office of Personnel Management, performance management includes:
   • Developing agent objectives and setting expectations
   • Continually monitoring call center agent performance
   • Training agents on a regular basis and developing customer service skills
   • Rating agent performance in a summary fashion
   • Rewarding exceptional performance”

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