GoResponse Telephone Answering Service Staff

Call centres urged to eliminate spreadsheets

spreadsheetSpreadsheets have been a way of business for decades, with many companies believing that it costs nothing to utilise them. However, call centres can experience many problems with spreadsheets, which could eventually convince executives to make a change.

Workforce Management Software (WFM) is increasingly used by telephone answering services and other firms, but spreadsheets continue to linger in the background. Spreadsheets have some major flaws, particularly when it comes to cost. For example, Dartmouth College discovered that between 0.9 per cent and 1.8 per cent of formula cells contain errors. When added up, this could result in tangible costs for a business, not to mention the amount of time required to put things right. Meanwhile, if firms are using spreadsheets for staff planning, these mistakes might result in serious under-staffing, which could then lead to poorer customer care.

Another problem with spreadsheets is that they can be labour intensive, wasting a company’s time and money. WFM tools, however, can utilise multi-scripting and integrated data sources to generate efficient scheduling.

Even though it has been around since the 1970s, WFM software is still not utilised as widely as spreadsheets. However, it has become easier to use over the years, with modern technology providing intuitive interfaces and clever algorithms. In addition, with cloud computing making this software more affordable, it’s an ideal alternative to time-consuming and costly spreadsheets.

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