It is all about the People Says Gartner
When we first started our business in 1998, we were amazed at the number of software solutions for the call center industry. We were more amazed at the small showing of solutions focused on people working in call centers, especially since labor is 65% of a call center’s budget.
In 2004 and 2005, several firms started focusing on how to improve agent performance via software applications. This movement is referred to as Workforce Optimization (WFO), Performance Optimization, or Agent Development. Using improved quality monitoring systems, coaching and development applications, workforce scheduling applications, and performance management dashboards, the operations team can pull data together that can help them improve their employee’s job performance. We have long been critical of the WFO movement and the assumption that new hires can be magically coached and developed even though they may have neither the ability nor willingness to perform the job. In our view, the critical missing element is making sure the right person has been hired in the first place.
Now, in 2006, Gartner has added Recruiting and Selection categories to its Workforce Optimization / Contact Centre Performance Optimization map. Gartner includes three elements in defining performance: 1) Agent Performance; 2) Technology Performance; 3) Process Performance.
While much is still missing in the WFO space on hiring the right people, for Gartner to add recruiting and selection to the WFO categories is a fantastic step forward in how the WFO market is advancing.