Workforce technology is an investment that requires the right software to maximize your contact center ROI. Effective workforce management software shouldn't just simplify operations—it should boost efficiency and save your organization money.
Let’s look at the ways that workforce technology can improve ROI in your contact center and how Aspect can help you get the most out of your software.
1. Understand total cost of ownership (TCO)
A TCO analysis is vital to choose the right workforce management software for your contact center and calculating ROI. Understanding TCO thoroughly provides a baseline for your software costs and shows where you can expect returns, reach break-even points, and generate profit.
TCO includes but is not limited to:
- Initial software investment. This includes licensing fees, customizations, and how much your platform will cost per seat or per employee.
- Deployment and implementation costs. Different deployments across cloud systems or on-premises systems will come with varied costs.
- Training and adoption. Training contact center employees and driving software adoption require both time and financial investment.
- Maintenance and upgrade costs. The costs of maintaining and upgrading software are ongoing and vary based on your deployment model.
Learn more about evaluating contact center software and ways to explore your vendor options in our “How to buy contact center software” series.
2. Explore key areas of cost savings
Several workforce management factors in your organization can contribute to improved contact center ROI. Optimizing your workforce software can help your organization achieve cost savings in these areas:
- Reducing overtime expenses. Workforce solutions can reduce overtime costs and boost contact center ROI by preventing overstaffing and making after-call work more efficient.
- Improving scheduling efficiency. Optimizing scheduling with precise forecasting can ensure your contact center is appropriately staffed throughout the day, accounting for spikes in call volume and increased customer interactions during busy seasons.
- Decreasing admin time and tasks. Minimizing after-call work for agents is important to improve efficiency and ROI, but so is optimizing time for admins doing day-to-day tasks.
- Minimizing employee churn and turnover. Recruiting and training new employees can be expensive, so retaining top talent through employee engagement and satisfaction is crucial.
Want to read further about the importance of workforce scheduling? Check out these blogs on reducing contact center shrinkage and ways to improve agent schedule adherence.
3. How to measure performance improvements for better ROI
Aspect WorkforceOS includes powerful features and expert support services to help your contact center measure performance and achieve the best ROI. These are just a handful of ways to utilize your workforce software to amplify your performance and in turn, ROI in your contact center.
- Monitor agent productivity metrics. Our workforce solutions include performance management and quality management tools to monitor agent productivity in near real-time for managers to quickly provide feedback and coaching on employe performance.
- Meet service level achievements (SLAs). Measuring performance metrics will ensure your contact center is meeting or exceeding SLAs, ensuring your customers are receiving quality service and remain loyal to your business.
- Measure customer satisfaction scores. Along with measuring employee-focused metrics, workforce solutions can help you track customer-centric metrics like CSAT scores to improve ROI.
- Develop clear goal setting. Align your agents, teams, and overall workforce through goal tracking that measures both individual and organizational achievements.
Explore additional reading about performance management strategies to drive success and get the best ROI in your contact center.
4. Optimize your workforce management for long-term contact center ROI
Future-proofing your workforce protects your ROI and sets your business up for long-term success. As you consider the ROI on your contact center technology, don’t forget the following:
- Continuous training programs. Training shouldn't stop after employee onboarding. Organizations need to continuously invest in employee training to maximize workforce software adoption and usage.
- Feature utilization reviews. As new features roll out in your tech stack, carefully prioritize which options will improve business outcomes while keeping workforce management simple.
- Scaling and growth strategies. Workforce solutions must scale with your business, meeting growing employee and customer needs, and optimizing ROI with business growth.
- Assess tech stack integrations. Regularly evaluate how your workforce software integrates with your other tools to guarantee your processes are streamlined, data is consistent, and you’re maximizing benefits from your tech stack.
5. How to calculate contact center ROI
Calculating accurate contact center ROI can be a tedious process. There are numerous factors that impact ROI, including:
- Workforce size
- Training and onboarding time
- Training and onboarding time
- Average employee pay
- Average employee tenure
- KPIs like AHT, calls handled, shrinkage, and adherence
Interested in calculating ROI for your workforce software? The Aspect ROI calculator accounts for several factors, providing a baseline ROI for you to consider. Our sales team offers free consultations to get precise, tailored ROI calculations for your contact center.
6. Supercharge your workforce and save money with Aspect
In 2023, The ROI Institute awarded Aspect with the Best ROI Forecast, citing our workforce engagement management platform as credible and conservative in ROI methodology.
Aspect customers across industries have seen cost savings and greater contact center ROI after implementing our workforce solutions.
Sekure Merchant Solutions saw major efficiency gains after implementing Aspect WorkforceOS, including cutting 1500 hours in management tasks annually, a 62% reduction in employee turnover, and a total savings of $35,000 in deployment costs.
BC Services gained $70,000 in efficiency savings over nine weeks as agents were motivated to handle additional customer interactions and provide better quality service. The accounts receivable management company also saw an increase in agent retention in just four weeks, with 88% of employees staying onboard.
Want to see how much money Aspect workforce solutions can save your business? Our sales team will get you a free and detailed ROI calculation for your contact center.
