10 best call center workforce management software

Efficiency is key to keeping a call center up and running.

And one of the easiest ways to boost call center efficiency is by using call center workforce management software.

A workforce management software can help you schedule the right agents to the right seats at the right time. It can also assist with accurate call volume forecasting, workforce analysis, and real-time staffing adjustments.

Wondering which software will be the best for your call center?

Don’t worry. We’ve done the groundwork for you.

In this article, we’ll explore the top 10 call center workforce management software, along with their key features, pricing, and customer ratings. We’ll also discuss the 4 key benefits of using workforce management software.

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10 Excellent Call Center Workforce Management Software
What are the Benefits of Workforce Management Software?

Let’s get started.

10 excellent call center workforce management software

Here’re our picks for the top call center workforce management software available today:

1. Time Doctor

Time Doctor is a robust employee time tracking and workforce management software used by major companies and SMBs.

Whether you have an on-premise customer service department or need remote team management, Time Doctor is the tool for you.

In a call center or contact center, the software can help you accurately track employee time, attendance data, and payroll with ease. It can also empower agents to take control of their personal time management and improve performance.

Let’s see what makes Time Doctor an excellent call center workforce management solution:

Key features

Here are some of Time Doctor’s key features:

A. Time tracking

For maximum functionality, Time Doctor offers both manual and automatic time tracking.

Agents can use it on their computers, tablets, and mobiles to track time online and offline. They can even edit time manually.

Here’s how to use the manual time tracker:

Open Time Doctor’s desktop app and enter the task’s name you’ll be working on.
Click Start to begin tracking time.
If you need to take a break or have finished the task, click Stop to stop the timer.

You can also enable the automatic time tracker to start tracking time when agents turn on their computers. This way, they won’t have to worry about starting/stopping the timer while managing multiple customer interactions.

B. Shifts and schedules

Time Doctor’s employee scheduling feature allows admins and managers to manage agent work schedules and shifts.

With the scheduling feature, you can:

Add, edit, or delete single shifts.
Bulk delete selected shifts.
Pick different agent schedules for different employees.
Generate and share work schedules in CSV file format.
Set permissions to view, add or edit agent schedules.

C. Productivity reports

Time Doctor gives you access to comprehensive real–time productivity reports to evaluate agent productivity.

Some of the reports you can generate using this WFM software (Workforce Management Software) include:

Attendance report: See which agents are present, absent, partially absent, or late.
Activity summary: View the active minutes, active seconds, unproductive, manual, and mobile time for each agent over a selected period.
Hours tracked: See how many hours your agents have tracked per day, per week, or for any selected date range.
Web and app usage: Check the time spent by agents on different websites and applications to ensure they’re spending their time productively.
Projects and tasks: See the time agents spent on individual projects and tasks.
Timeline report: Get daily and weekly reports to view the time agents spend on tasks for better workforce management.
Internet connectivity: See total time offline and the percentage of the day spent offline by each agent.
Custom export report: Create customized reports to see only the data you require.

D. Payroll

With Time Doctor, you can quickly generate payroll at any point and for any agent.

You can then export payrolls as a CSV file and make direct payments by integrating with PayPal, Wise, Gusto, or ADP.

The payroll feature also lets you:

Approve employee timesheets manually or automatically.
Select date range, currencies, payment method, and pay rates for each agent.

E. Screencasts (optional)

Time Doctor lets you take screenshots of your agent’s computer screens to monitor work activity. It even gives you insights into mouse and keyboard activity levels.

You can also:

Download the (selected) screencasts.
Change the timezone.
View only the screencasts with low/no activity.

However, Time Doctor also protects employee privacy by letting you blur or delete screenshots with sensitive information.

Note: Time Doctor is not a keylogger. It only checks if any keys were pressed or not to determine inactivity.

F. Chrome integration

Time Doctor’s powerful Chrome integration not only lets you manage your workforce better but also offers workforce optimization by integrating with project management tools like Asana, Slack, and Basecamp.

Here’s how it works:

Download the browser extension from the Chrome Web Store.
The extension will add a “Start/Stop” button within your selected project management tool.
You can then create a task and track time in the Time Doctor desktop app.

But that’s not all.

Here’re some of the other perks of using Time Doctor for workforce management:

Pros

User-friendly and intuitive interface.
Supports offline time tracking.
Provides idle time reports on each employee.
Lets you set ‘productivity ratings’ for websites to track employees’ unproductive time.
Includes employee friendly productivity management settings.
Lets you assign tasks and projects to team members.
Has strict privacy and data security policies.
Has a dedicated Android app and desktop apps for Windows, Mac, and Ubuntu.

Pricing

Time Doctor’s paid plans start as low as $7/user per month. There’s also a free 14-day trial (no credit card required).

Customer ratings

G2: 4.4/5 (235+ reviews)
Capterra: 4.5/5 (370+ reviews)

2. Alvaria

Alvaria is a workforce management software that can help increase your call center’s operational efficiency.

You can use it to optimize labor costs, manage staffing capacity, and improve your call center’s service level. This workforce management software also facilitates easy employee scheduling for voice, chat, email, and other customer interaction channels.