The case for WFM: Proving ROI and impact

Sam Dehart
Product Community Manager

November 6, 2024
5 min read

When it comes to showing the return on investment (ROI) of workforce management (WFM), the numbers are just part of the story. To build a compelling case for leadership, it's all about making WFM’s value real by connecting it to the organization’s core goals, like reducing costs, boosting productivity, and driving customer satisfaction. Here’s a straightforward approach to guide the conversation with actionable steps and data-driven insights.

1. Highlight cost savings through adherence gains

One of the fastest ways WFM shows ROI is by improving adherence. When agents stick to their schedules, they’re available when customers need them most, which means less overtime, fewer abandoned calls, and a better overall experience for everyone involved.

Here’s how

• Measure current adherence rates across different teams or channels (like phone and chat) to establish a baseline.
• Calculate potential savings by projecting adherence improvements. For example, if adherence rises from 70% to 90%, use agents’ hourly rates to quantify the cost savings.
• Share before-and-after scenarios to show the impact on the bottom line. When Pie Insurance increased adherence by 10%, it reduced headcount needs and saved the company roughly $200,000 per year.

2. Demonstrate ROI with SLA improvements

Improving service level agreements (SLAs) leads to fewer customer complaints and repeat contacts, which means happier customers and lower operational costs. Showing how WFM can help teams meet or even exceed SLA targets is another powerful way to demonstrate ROI.

Here’s how

• Emphasize the benefits of higher SLAs: Highlight that improved SLAs reduce repeat contacts and boost first-call resolution, helping customers get the answers they need right away.
• Quantify the impact on customer loyalty: Customers who receive prompt support are more likely to come back. On the flip side, 56% of consumers are less likely to spend money with a business that takes longer to respond than they expect.
• Show SLA improvements visually: Heatmaps of high and low SLA times can help leaders spot bottlenecks and pinpoint where staffing adjustments will make the biggest impact.

3. Make a case for additional headcount with scenario modeling

Forecasting future headcount needs can be tricky, especially with factors like attrition and seasonal shifts. WFM makes it easier by enabling “what-if” scenarios that show how small headcount adjustments can prevent costly overtime and keep customer satisfaction high.

Here’s how

• Run capacity planning models: Forecast staffing needs over the next 12–18 months, factoring in historical attrition, customer growth, and other variables. Showing that headcount increases are planned — not reactive — builds trust and aligns with budget planning.
• Use sandboxing: WFM tools let you test schedule changes or adjust service targets, making it easy to show leadership exactly how different resource levels impact key metrics like SLA and adherence.

4. Reduce agent burnout and attrition with balanced workloads

On average, call centers worldwide face an annual turnover rate of 30-40%. What’s more, replacing a single frontline agent can cost up to 20% of their annual salary. By monitoring adherence and balancing workloads, WFM helps create a more sustainable environment that supports agents and keeps them engaged.

Here’s how

• Monitor occupancy levels to keep workloads balanced, so no one ends up carrying more than their share.
• Recognize and reward top-performing agents: Creating a recognition program boosts morale and reinforces adherence goals in a positive way.
• Use adherence as a baseline for improvement rather than a rigid benchmark. Build in flexibility and focus on steady, incremental improvements that add up over time.

5. Tie it all together with real ROI metrics

When reporting to leadership, connect WFM metrics to broader business goals. Emphasize that even small gains in adherence and SLA have a direct impact on both short-term and long-term financial results.

Here’s how

• Quantify your achievements: For example, if WFM adherence improvements saved $20,000 over six months, project those savings over the year to show the full impact.
• Show cumulative gains: Even small improvements in adherence or SLA add up. Summing up these incremental gains across channels or regions can make a strong case for WFM.
• Leverage industry benchmarks: Is customer service seen as a cost center in your company? Shift the perception by showing that it can be a driver of revenue. Studies show that companies focusing on great customer experiences see 3.5x more revenue growth.

Earn WFM a seat at the table

Making a case for WFM’s ROI isn’t just about showing cost savings or operational efficiencies. It’s about proving how WFM aligns with the company’s bigger goals — whether that’s building customer loyalty, supporting agents, or driving sustainable growth. With the right data and scenarios, you can show that WFM is a crucial part of the business’s success.

For a deeper dive into how to prove the ROI of WFM, watch our Illustrating the ROI of WFM to your leadership team webinar.