Hi Lisa. We've worked with many call centres, both smaller and larger than yourselves, who also face this challenge - how to move from a variety of spreadsheets and processes to a more efficient Workforce Management suite. The two key points I wanted to address for you are :
1. Rota Planning -
[Part of post removed by a moderator - No advertising allowed]-
Either way the key is looking at your current processes and evaluating how WFM can automate processes and improve efficiencies for agents and team leads / planners.
2. What if there are not enought staff to answer calls - there is always the possibility of not having enough staff due to unpredictable events. Our recommended solution for this is to have a "Callback Service" on tap as you're insurance policy to answer all calls within service level. A good callback service will ensure all callers who leave their details always receive a callback in the same time they would otherwise have waited on hold.
Apologies for the lengthy response, hope it makes sense.