This document will give a demonstration how to prepare a workforce management software call center RFQ document to invite vendor to participate.
Below practical requirement can be asked from the vendor of call center workforce management software. Different call center organization might have their own requirement and this is a basic idea to have a world call workforce management software.
Requirement
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Sl
|
Requirement
|
Must Have
|
Should Have
|
Nice to Have
|
Compliant
|
Remark
|
1
|
Automated Class schedule & Leave Input
|
√
|
.
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2
|
Web based Tool
|
√
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3
|
Automation in Shift Bidding and Scheduling
|
√
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4
|
Customize shift restriction
|
√
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5
|
Connected with Time card/ERP for PT Salary and overtime
|
√
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6
|
Optional Group Creator
|
√
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7
|
Breaks Re-scheduling
|
√
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8
|
Different Scenario for forecast and roster plan
|
√
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9
|
Automated Break Adjustment
|
√
| ||||
10
|
Roster Data Extraction in Excel & PDF
|
√
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11
|
Restriction authority
|
√
| ||||
12
|
Categorize of roster view permission
|
√
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13
|
Automated day off & day distribution planner
|
√
| ||||
14
|
Automated meeting planner
|
√
| ||||
15
|
Shift Creator
|
√
| ||||
16
|
Agent admin with details employee information like working hours, unit, employee type etc.
|
√
| ||||
17
|
Customize Column creator
|
√
| ||||
18
|
Cost Module
|
√
| ||||
19
|
Password reset option
|
√
| ||||
20
|
Adherence up gradation by per minute interval
|
√
| ||||
21
|
Automated group configuration based on agent admin data
|
√
| ||||
22
|
Filtering option in Scheduler & Agent admin module
|
√
| ||||
23
|
Admin access creator
|
√
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24
|
Special Event Planner
|
√
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25
|
Short skill proper distribution module
|
√
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26
|
Back office scheduler module
|
√
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27
|
Roster activity planned for back office (Example: TL roster activity)
|
√
| ||||
28
|
Historical data achieve
|
√
| ||||
29
|
Call analysis
|
√
| ||||
30
|
Data Extraction in Microsoft Excel, PDF
|
√
| ||||
31
|
Resource requirement calculation
|
√
| ||||
32
|
Long Term Forecasting Module
|
√
| ||||
33
|
Planned Training Module
|
√
| ||||
34
|
Forecasting methods
|
√
| ||||
35
|
Report (AHT,Occupancy, Utilization, Leave etc) generation
|
√
| ||||
36
|
Shift trader
|
√
| ||||
37
|
Automated reschedule option based on Re forecast
|
√
| ||||
38
|
Day Analyzer
|
√
| ||||
39
|
Mobile view of roster
|
√
| ||||
40
|
Roster execution through mobile
|
√
| ||||
41
|
Monthly training report
|
√
| ||||
42
|
Leave Interrogation with workday
|
√
| ||||
43
|
Survey tool integration
|
√
| ||||
44
|
Cross channel analytic
|
√
| ||||
45
|
Desktop analytic of agents
|
√
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