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Call Center Workforce Management

How Call Center Workforce Management Software Is Priced

How call center workforce management software is priced: the pricing models you will meet, what drives the cost and the fees that are easy to miss.

By LeadChange Research TeamUpdated

How much call center workforce management costs

Common pricing models: per user per month, tiered plans, per module or bundle, and custom quote. Too few vendors publish comparable list prices for us to give a price range; the models and cost drivers below explain what you will be quoted.

Pricing models explained

  • Per user per month. The common model: a monthly fee per scheduled agent, sometimes with separate rates for supervisors or analysts.
  • Tiered plans. Editions that add multi-channel forecasting, intraday automation, capacity planning or analytics at higher tiers.
  • Per module or bundle. WFM sold as a module of a contact center platform or a workforce engagement suite with quality and analytics.
  • Custom quote. Priced after scoping for large, multi-site or outsourced operations.

What drives the price

  • Number of scheduled agents
  • Channels and skills to forecast
  • Real-time adherence and intraday automation
  • Long-term capacity planning
  • Number of sites and outsourced partners
  • Integrations with contact center, HR and payroll systems

Fees to ask about before you sign:

  • Implementation and historical data migration
  • Analyst time to build and maintain forecasts
  • Connector fees for your contact center platform
  • Training for supervisors and planners
  • Minimum agent counts or multi-year commitments

Changelog

  1. First published.

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