Most contact centers have 15–30% of their workforce management potential untapped. The WAYS WFM Performance Audit identifies exactly where — and quantifies what fixing it is worth.
Request Your WFM Audit →The WAYS WFM Performance Audit is designed for any leader who wants to understand where they have the biggest opportunities to drive meaningful improvements — and in what order to pursue them.
You may already suspect something is off. Or things may look fine on the surface but the numbers don't add up. Either way, the audit gives you a clear picture of where you stand and exactly what to do next.
Leaders who are accountable for contact center performance, labor spend, or service delivery — and who need a clear, independent view of where WFM is and isn't working.
The audit examines every layer of your WFM environment — from how demand is forecasted to how performance is measured and owned.
Methodology, accuracy, interval-level precision, business driver alignment, and the gap between planned and actual volume.
Schedule build process, alignment to forecast, shrinkage modeling, skills coverage, and scheduling efficiency.
Intraday protocols, adherence management, escalation logic, queue oversight, and interval-level response capability.
WFM platform configuration, feature adoption, system integration, and whether your technology investment is being fully leveraged.
Decision rights, RACI clarity, cadence structure, accountability framework, and who owns outcomes versus who owns activity. For organizations with BPO partners, includes vendor management operations — oversight structure, performance accountability, and the governance layer between client and outsourcer.
Capacity planning methodology, headcount modeling accuracy, shrinkage gross-up approach, and hiring and training pipeline alignment.
Whether the right metrics are tracked, how they cascade from strategic to operational, and whether KPIs drive decisions or just document them.
Reporting cadence, audience alignment, data integrity, executive visibility, and whether reports create action or just record history.
The audit is structured to minimize disruption to your operation while delivering a complete picture of where you stand.
We align on your environment, headcount, LOBs, channels, and the specific outcomes you need from the engagement.
We conduct structured interviews with your WFM team and operations leaders, and review your datasets, operating documents, and system configuration.
We assess all eight dimensions, score current-state maturity, and build your prioritized opportunity map with associated ROI estimates.
We deliver findings in a structured readout — written report, scored assessment, prioritized roadmap, and executive presentation — with recommendations ranked by impact and feasibility.
Every audit produces the same complete package — designed to be understood and acted on at every level of your organization.
A comprehensive document covering observations, root causes, and evidence across all eight assessment dimensions. Built for internal distribution and future reference.
A maturity score for each dimension giving you a clear baseline — where you are today, relative to what best-in-class looks like across 500+ environments.
Every identified opportunity ranked by impact and feasibility, with estimated financial value attached — so leadership can make resource decisions grounded in numbers, not instinct.
A structured presentation built for your leadership team — translating WFM findings into financial and operational language that drives decisions at the executive level.
Tell us a bit about your operation and we'll be in touch within one business day to discuss scope, timeline, and fit.