Based on discussions with call center managers and employees, we’ve understood that call centers need a software that is capable, collaborative, complex, mobile, efficient, intelligent, flexible and compliant.
Workforce Management Software for Call Centers
At the very least, any software you use must be able to handle your needs. WorkAxle covers all of your daily and weekly workforce-related tasks including scheduling employees, communicating with staff, gathering employee availabilities, managing shift change requests (i.e shift trades, shift covers, time-off requests), tracking employee time and attendance, processing payroll, task management and more.
In addition, the platform is completely cloud-based, so you can maintain a safe, electronic record of everything, accessible at anytime and from anywhere.
Call centers require a great deal of collaboration. WorkAxle allows you and your staff members to communicate with each other through any one of its available channels: desktop, tablets and smartphones (iOS and Android). Chat in public or private channels or through WorkAxle’s video conferencing feature at anytime and from anywhere.
Many call centers are losing thousands of dollars every year due to outdated and inefficient technology. Sadly, many are unconcerned because these losses are often viewed as “the inevitable costs of doing business”. Here’s a reality check: you do NOT need to accept these costs, there IS an alternative.
WorkAxle was built for quality and efficiency. It was created using the most recent technology, and designed to drastically reduce the amount of time and money you spend on administrative tasks every week.
In WorkAxle, all of your managerial tasks are fully or semi-automated; making and updating your schedule, managing employee shift change requests (i.e. time-off requests, shift trade and shift cover requests, etc.), gathering and storing key data points, calculating labor costs, gathering availabilities, creating and validating timecards, processing payroll and others.
The world is changing every second: changing social, technological and economic trends are felt everywhere and they’re affecting call centers. What happens when your needs eventually change?
You need a software that can adapt to your needs, and respond quickly. This is why WorkAxle houses a team of engineers solely dedicated to improving the platform based on your feedback; the platform can easily be reshaped in accordance with your needs.
In addition, our open API allows for quick and inexpensive integrations with third-party tools if need be.
Compliance with labor law and governmental regulations is non-negotiable. Not only is non-compliance considered a serious case of malpractice, it is also potentially extremely costly; just 1 case of non-compliance can ruin a company.
This is why WorkAxle has built-in measures to ensure you remain compliant at all times, and that by doing so, the rights and interests of both you and your employees are respected.
At WorkAxle, we understand that call centers presents certain staffing complexities: small and large teams, a mix of part-time, full-time, seasonal, remote and on-site workers, workers of different specializations, etc.
This is why WorkAxle was designed to allow you to create shifts by teams of employees, and to segment your employees by specific categories. When scheduling, you can filter your employees by location, availability, department, role and tags. Tags are any characteristics you deem relevant; these may include skills, certifications, qualities, spoken languages and others.
With WorkAxle, you can attain new levels of detail and granularity in your business.
Call centers are known to involve teams of employees working on-site and off-site at different times, which requires you and your staff to be able to function remotely.
With WorkAxle, employees have everything they need on their phones; they can receive their schedules, make shift changes themselves (i.e. upon your approval), clock-in and clock-out (through desktop, mobile, or iOS device), communicate, set their availabilities and more. You can also send them lists of tasks, projects or any other relevant information.
Another effective way to cut costs is through intelligent decision-making (i.e. decisions based on data). WorkAxle enables you to make better business decisions through real-time data tracking, forecasting and automatic suggestion.
Real-Time Data Tracking
WorkAxle allows you to keep track of all the most important business statistics: hours worked (scheduled and actual), labor costs (estimated and actual), sales, budgets, event and weather analytics, and more. No more overtime fees!
WorkAxle allows you to store your past data, so that you can make better decisions about the future. Want to know how many employees you should schedule on the first Tuesday of November? Go look at the data from the same day last year!
WorkAxle shows you the evolution of your labor costs (targeted vs. estimated) as you schedule your employees, so that you can always be within your desired labor range.
Overall, WorkAxle was designed to save you time and money while making your and your employees’ lives easier; the time and costs savings range from 70-90%!