Workforce Management Balanced Scorecard
Empowering contact center excellence for 30 years!

Workforce Management Balanced Scorecard

Last week in part one of this article series we established how each team within the workforce management practice affects the outcomes and success metrics of the call center. Now we can now look at measuring those. The utilization of an index score based on the various KPI against the level of influence each role has provides us with an approach to measuring the effectiveness of each role.

In this figure, we have assigned different scores based on the matrix concept. By taking the success score of each metric and then weighting them, we are able to provide an outcome based balanced scorecard for the team by role. As illustrated, the Real Time team’s role is essential to the overall success of the call center. As such, there are more KPI that they have a direct effect on and their weighting needs to reflect that difference.

Balanced WFM Scorecard

For the Scheduling and Forecasting teams, they affect seven of the possible twelve KPI with major influences on forecast accuracy and scheduling respectively.  The Forecast Accuracy and Schedule Accuracy also speak directly to the role that that these teams fulfill and as such must be weighted more heavily.

By utilizing this matrix approach, we are able to provide a meaningful balanced scorecard that delivers an effectiveness score. From that effectiveness score we are able to drill down for a root cause analysis and determine areas of opportunity and success for each team and potentially each team member. A similar approach can be used to provide an indexed success metric for the call center as a whole.

Topics: Workforce Management


More from Rob Archambault


Leave a comment

Please sign in to leave a comment. If you don't have an account you can register for free here.

Forgot username or password?



Does your contact center have a policy regarding allowing agents who wish to apply for internal company positions outside the contact center?

No, we don’t have a formal policy
Yes, agents must work in the contact center for at least 1 year before applying for other positions
Yes, agents must work in the contact center for at least 6 months before applying for other positions
More Polls