Do any of you use Excel to do your call center WFM (Workforce Management)?

I hear it is pretty common practice for small call centers to do their scheduling in Excel instead of using the big expensive systems. Everywhere I have done workforce management at have all done atmost of their forecasting in Excel. The human element allows them to forecast more accurately in Excel than the expensive systems could. But the idea of also doing the scheduling for smaller call centers sounds interesting, could save money.

Do you know of anyone using Excel spreadsheets for their scheduling? Did they just create them all from scratch, or did they buy them from a place like Spreadsheet Scheduler? Does excel have any pre-loaded formulas?

Hi kmg37

I guess not many people in this forum know what a call centre scheduler looks like, but a lot of them are probably capable of creating one. If you could give us an idea of what you would want in your scheduler, or better still upload a spreadsheet that indicates what you would like, you may have a better chance of getting some assistance.

Yeah, good point. Well, I guess I would be interested in how to make some spreadsheets similar to what the ones at spreadsheetscheduler.com sell, but maybe it is better to just buy them

Hi kmg37

as I indicated previously, it's possible someone could help you with this, but unless someone happens to be familiar with the products of spreadsheetscheduler.com, we don't actually know what it is you want.