Warning, this is a soap box moment!
Customer service is more important today than ever. When it comes to choosing who to do business with, people have many available options, so they expect nothing but the best. Whether an individual customer or an organisation is looking to outsource, the need to know that you are choosing to invest in the best partnership is the same.
When looking to recruit an external services provider, the workforce management strategy and the software which supports it is not always explicit. However, to be genuinely successful an organisation must have software which drives their business forward and protects it from failing as far as is possible.
We all know that it takes a great deal of work to manage a workforce even the smallest business. The work involved with the volume of behind-the-scenes tasks involved in running a successful service providing business is complex. Employee scheduling, time and attendance and payroll are just a few of the elements that a service provider had to manage to ensure the smooth running of their business to enable the delivery of your SLA. Enabling effective staffing, forecasting, scheduling, and real-time adjustments required for the delivery of an efficient and reliable service, the objective of workforce management software is to get the right number and type of workers, in the right place at the right time, doing the right tasks. If there is a choice between two service providers: one with workforce management software and the other without it, to choose the latter would be a risk.
If the service provider’s workforce isn’t strategically managed, they could be wasting valuable time and money on low productivity and high payroll costs which will significantly hurt their profitability and risk the stability of the company – again, putting you at risk.
Scheduling too few workers on busy shifts would signal poor service delivery to you the client, and would put your brand’s reputation at risk. Additionally, overstaffing is pure margin erosion. Either way you cut it, if one area of workforce management (WFM) is lacking, the result will be sub-optimal results for the organisation.
Gaining visibility into any potential skills shortage or staff shortage, the service providers using workforce management software will be able to see and act upon hidden opportunities and challenges in the delivery of the service to your organisation. Using real-time data, the WFM solution user will be able to develop and manage workforce activity to be less time consuming and more coherent, providing you the client with exceptional service.
Workforce management is both an art and a science - it’s not just about making schedules. It’s a highly automated process that enables service providers to have the required data to make informed decisions about the service that they are delivering to their customers. Guaranteeing excellent employee performance and seamless service delivery, the use of workforce management software is a crucial element for organisations looking for a service provider to effectively take on the weight and responsibility of running a section of work.
Improving business performance both for the client and for the service provider, workforce management software provides a wealth of advantages. Knowing that your service provider is using a workforce management solution, will tell you that they are able to provide you with a slick, well managed service that you can rely on.
If you engage with a service provider that utilises workforce management software, you can rest assured that their processes benefit from: