Determining how many workers to hire, when to schedule those employees, and what to pay them is a difficult problem many business call centers face. Workflow management and scheduling problems can be remedied with the help of business intelligence software programs.

Business intelligence software programs can track, analyze and report information in regards to how a call center is operating. Reports and graphs showing trends in call-times, volume of calls, and call activity can help a business learn how to efficiently staff their call center so it is operating at peak levels, without costing the business money. By comparing new and old reports, business owners can look for trends such as increased calls, or call-times taking longer to determine how many employees to staff during a particular shift.