According to a recent Workforce Institute survey, about half of the American workforce (49%) will start searching for a new job after experiencing just 2 issues with their paycheck. And if you work in a call center, you know that schedules and forecasts are tightly managed often down to the minute. But are the schedules being assigned really an accurate reflection of what happened? Often not. In fact, most call centers spend hours of time reconciling the what-should-have-happened with the what-really-happened. At Group Elite we see call centers usually staff one person on your WFM Team (Workforce Management) dedicated to these tasks for every 175 agents - correcting exceptions to schedules. In this blog I’ll cover the key questions you should be asking to drive payroll accuracy.
Connecting your payroll and workforce management system
The first step is to confirm your WFM system is connected to payroll. While call centers have traditionally used their phone system (ACD) or HR system for employees to clock in and clock out, your WFM schedules should be an accurate reflection an employee’s work. Most call centers that feed payroll with employee shift data are required to clean up the “actuals” to reflect arriving early, arriving late, leaving early, leaving late, and shift differential pay. As mentioned above, the manual work of reconciling WFM actuals to payroll takes 1 person for every 175 employees.
Case Study: Imagine a call center with 8 site, 350 agents per site and has 16 WFM analysts. If the average analyst makes conservatively $35,000 per year, that means over $560,000 is spent on adjusting WFM actual data.
So why not just use the ACD or a timeclock? WFM analysts wouldn’t have visibility to what really happened outside of reports in their system if these tools where used. A payroll integration with WFM allows the analysts to adjust the real-time adherence data with proposed schedules and THEN make payroll right.
What are the WFM analyst responsibilities?
According to a recent report from the US Bureau of Labor Statistics, “over 13.6 million Americans report being overpaid – and not everyone scrambles to return it.” To clean up the real data, this means that WFM analysts are adjusting:
- Arriving late
- Arriving early
- Leaving early
- Leaving late
- Shift Differentials – getting paid more/less for specific hours
Introducing EliteSync from Group Elite
Today, Group Elite is proud to launch our cloud-based contact center payroll automation solution called EliteSync.
EliteSync uses the “actual” data from real-time adherence to automatically update the schedules in workforce management. Overall, the solution will help you:
- Manage employee conditions that differ from the reality of the employee’s schedule
- Improve the accuracy of your contact center payroll from Verint WFM and Real Time Adherence
EliteSync is cloud-based solution that doesn’t require personal agent data, is deployed in less than a week. Let us help you understand the impact of incorrect payroll data from WFM and reduce the effort required to make it right through automation.
"Our WFM team managed payroll synchronizations in Verint WFM across 8 sites with thousands of agents. EliteSync helped us save $560,000 per year by automating simple payroll synchronization tasks -- and we get to keep our existing payroll integration."
Let's start a conversation today about WFM and Payroll accuracy.