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Factoring Workforce Management Platform into Contact Center Compliance

Maintaining compliance in your contact center is a constant worry. Employee data is now spread across numerous places, so it’s critical for contact centers to keep track of what choices are taken and why. Failure to follow the laws and regulations might result in penalties and possibly business stoppage. Workforce management software (WFM) is one of the solutions that can help contact centers run smoothly. Learn how a workforce management platform affects contact center compliance by reading further.

 

Let’s get going!

 

  • Know how many hours each agent will work

 

Failure to give proper remuneration to agents for working overtime has been one of the primary reasons contact centers fell out of compliance in the past. This is no longer an issue with workforce management platforms. A contact center can monitor how many hours each agent has worked for the week in real-time. It can immediately exclude agents who have reached their weekly overtime cap from any shift changes.

 

  • Keep track of employee leaves under specific categories

 

Organizations can track and classify paid and unpaid leave using a workforce management platform with time off management features. This feature informs your team about who is taking time off and why they are doing so. It can appear to be good to have an option within a contact center.

 

Still, it’s a terrific answer for ensuring appropriate time off was offered for certain employee conditions regarding compliance. For example, the Family and Medical Leave Act (FMLA) directs organizations/employers to provide job-protected unpaid leave to care for a sick family member. A workforce management platform that records these requests can also give historical time off data. This allows a contact center to provide extra compliance data.

 

  • Classify exempt and non-exempt agents easily

 

While most support staff members are “non-exempt” or hourly employees, things might alter depending on the season or time of year. For example, certain online shop payroll employees (labeled as exempt) can be called into the contact center a few weeks before the holidays to help with email support.

 

So, when generating a schedule during these specific conditions, it is crucial to categorize employees. This grouping should depend on their exemption status inside workforce management software. In addition, salaried employees do not require overtime pay. So, companies group and organize them differently inside workforce management tools to fill in the gaps. This ensures that non-exempt agents’ hours remain compliant and under budget.

 

  • Create shift logs for the staffed hours per channel

 

If working on a particular channel (such as the phone) pays more per hour, having shift logs of when an employee worked on each channel with your workforce management software is beneficial. This data, together with previous payroll data, can explain any disparities in employee pay. In addition, because non-exempt employees’ salaries will be changeable with this skill-based pay structure, this contact center reporting information can be a valuable tool during a financial audit.

 

The Ending Note

 

In conclusion, the workforce management platform influences contact center compliance since it is a necessary solution. It keeps track of when and how agents work, but it also keeps track of when and why they don’t. When it comes to establishing a contact center that complies with local, state, and federal requirements, all this information is invaluable.

 

Some workforce management systems have systems that include recruitment, ATS, employee productivity, and payroll. Such an all-in-one integrated system can offer businesses a centralized platform to manage everything under one roof, reducing the hassle and chances of errors for the human resource department.

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