Workforce Management as a Service (WFMaaS) for Contact Center Operations

What Is Contact Center WFMaaS?

Contact Center Workforce Management as a Service (WFMaaS) is a comprehensive approach to managing expensive contact center teams efficiently and effectively. It extends beyond traditional software solutions, offering a consultative approach tailored to your company’s specific needs in the areas of:

  • Scheduling
  • Forecasting and Capacity Planning
  • Statistical Analysis
  • Predictive Analytics
  • Training

The ROI of WFMaaS Versus a Full-Time Equivalent

There are hidden costs in executing a professional WFM system. First, high-quality contact center WFM pros typically command salaries between $150,000 – $250,000 plus benefits. This is apart from the significant investment a company makes in specialized WFM software required for their roles.

Next is the potential “double ding” to your budget by hiring someone who doesn’t know how to get the most out of the expensive software or they quit.

WFMaaS offers a higher return on investment than hiring a full-time workforce management equivalent. Beyond the costs listed above, Because WFM pros with contact center experience are so hard to find, their salaries are often too expensive for most contact centers to get a reasonable ROI.

To overcome these common hurdles, Vitec Inc. created a “Workforce Management as a Service” model so contact center operations can benefit from top-industry professionals at a fraction of the cost. Your contact center gets all the benefits of a top-rated WFM professional who is skilled in managing contact center forecasts, schedules, and analysis without shouldering 100% of the associated costs. Vitec Inc.’s WFMaaS eliminates:

  • Paying recruiters to find a top WFM pro
  • Paying for the ongoing costs of enlarging your staff until you need them
  • Buying licenses for expensive software
  • Continuously training employees on how to run the software

Next Step To Find Out if WFMaaS Is Right for Your Company

To assess if WFMaaS suits your company’s cultural readiness and financial capabilities for this service, schedule a WFM Possibilities Call today