10 best call center workforce management software

November 16, 2025

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Efficiency is key to keeping a call center up and running.

And one of the easiest ways to boost call center efficiency is by using call center workforce management software.

Workforce management software can help you schedule the right agents to the right seats at the right time. It can also assist with accurate call volume forecasting, workforce analysis, and real-time staffing adjustments.

Wondering which software will be the best for your call center?

Don’t worry. We’ve done the groundwork for you.

In this article, we’ll explore the top 10 call center workforce management software solutions, including their key features, pricing, and customer ratings. We’ll also discuss the 4 key benefits of using workforce management software.

What we’ll cover

What are the benefits of workforce management software?

Frequently asked questions (FAQs)

Let’s get started.

10 excellent call center workforce management software

Here are our picks for the top call center workforce management software available today:

1. Time Doctor

Time Doctor is a workforce analytics platform that empowers call center leaders to manage with the visibility to lead with trust, not control.

It transforms real-time work data into AI-enhanced, actionable insights that enable faster, smarter decisions and strengthen productivity, engagement, and accountability across remote, hybrid, and in-office teams..

Whether your customer service teams operate on-site or remotely, Time Doctor gives call center leaders the clarity to manage with trust and data-driven confidence.

It provides accurate visibility into employee time, attendance, and payroll, while empowering agents to manage their focus and accountability.

By turning everyday work data into actionable insights, Time Doctor helps call centers improve performance, engagement, and service quality without adding complexity.

Let’s look at what makes Time Doctor a powerful workforce management solution for modern call centers.

Key features

Here are some of Time Doctor’s key features:

A. Time tracking

Time Doctor supports both manual and automatic time tracking, giving your teams flexibility to work the way that fits their environment best.

Agents can track time from any device—desktop, web, or mobile—whether they’re connected or working offline.. They can also make manual time edits when permitted, ensuring flexibility without compromising accuracy.

In manual mode, your team can start and stop timers as they move between calls or support tasks, giving you accurate visibility into how work happens throughout the day.

If you prefer a hands-off setup, you can enable automatic time tracking. It starts recording as soon as agents log in, ensuring no work time goes untracked—even during peak call volumes.

B. Shifts and schedules

With Time Doctor, you can easily create and manage agent schedules in one place, helping you keep every shift covered and your staffing aligned with call demand.

With the scheduling feature, you can:

Add, edit, or delete single shifts.
Bulk delete selected shifts.
Pick different agent schedules for different employees.
Generate and share work schedules in CSV file format.
Set permissions to view, add or edit agent schedules.

C. Productivity reports

Time Doctor gives you access to comprehensive real–time productivity reports that make it easy to see how your agents spend their time and where performance can improve—without micromanagement.

Some of the reports you can generate using this WFM software (Workforce Management Software) include:

Attendance report: See which agents are present, absent, partially absent, or late.
Activity summary: View the active minutes, active seconds, unproductive, manual, and mobile time for each agent over a selected period.
Hours tracked: See how many hours your agents have tracked per day, per week, or for any selected date range.
Web and app usage: Check the time spent by agents on different websites and applications to ensure they’re spending their time productively.
Projects and tasks: See the time agents spent on individual projects and tasks.
Timeline report: Get daily and weekly reports to view the time agents spend on tasks for better workforce management.
Internet connectivity: See total time offline and the percentage of the day spent offline by each agent.
Custom export report: Create customized reports to see only the data you require.

D. Payroll

With Time Doctor, you can quickly generate payroll at any point and for any agent to ensure your agents are paid fairly and on time.

You can then export payrolls as a CSV file and make direct payments by integrating with PayPal, Wise, Gusto, or ADP – saving hours of manual work

The payroll feature also lets you:

Approve employee timesheets manually or automatically based on your review preferences.
Select date range, currencies, payment method, and pay rates for each agent to match your payroll policies.

E. Screencasts (optional)

Time Doctor gives you the option to capture periodic screenshots to understand better how work unfolds during shifts—not to control, but to create visibility and accountability across your team.

You’ll also see mouse and keyboard activity levels, which help you gauge focus and identify workflow gaps without invasive monitoring.

You can also:

Download the selected screencasts for audits or coaching discussions.
Adjust the time zones to ensure accuracy across distributed teams..
Filter for low-activity screenshots to quickly identify where focus might be slipping.

To protect privacy, you can blur or delete screenshots that contain sensitive information to reinforce trust while maintaining compliance.

And just to be clear—Time Doctor is not a keylogger. It only detects whether keys were pressed to measure activity, never recording content or personal data.

F. Unusual Activity Report

Time Doctor’s Unusual Activity Report uses AI to flag unusual work patterns such as idle spikes, sudden drops in activity, or inconsistent time edits — giving managers a privacy-first way to spot issues before they escalate. Instead of combing through hours of data, you get a clear, actionable view of patterns that could signal burnout, workflow issues, or compliance risks.

How does it help you?

Detects idle time spikes and sudden drops in activity using AI-driven benchmarks.
Flags unusual app/web usage patterns, like odd work hours or sudden activity bursts, so you can check for workload imbalance or burnout.
Highlights frequent manual edits that may indicate time fraud, helping you coach teams before issues grow.
Spots abrupt workflow shifts, such as long periods of downtime followed by brief periods of intense work.
Generates easy-to-scan reports per employee for quick review.
Runs silently in the background, giving you visibility without invasive monitoring.

G. Chrome integration

Time Doctor’s powerful Chrome integration not only lets you manage your workforce better but also offers workforce optimization by integrating with project management tools like Asana, Slack, and Basecamp.

Here is how it works:

Download the browser extension from the Chrome Web Store.
The extension will add a “Start/Stop” button within your selected project management tool.
You can then create a task and track time in the Time Doctor desktop app.

But that’s not all.

Here’re some of the other perks of using Time Doctor for workforce management:

Pros

User-friendly and intuitive interface.
Supports offline time tracking.
Provides idle time reports on each employee.
Lets you set ‘productivity ratings’ for websites to track employees’ unproductive time.
Includes employee friendly productivity management settings.
Lets you assign tasks and projects to team members.
Has strict privacy and data security policies.
Has a dedicated Android app and desktop apps for Windows, Mac, and Ubuntu.

Pricing

Time Doctor’s paid plans start as low as $6.67/user per month. There’s also a free 14-day trial (no credit card required).

Customer ratings

G2: 4.4/5 (400+ reviews)
Capterra: 4.5/5 (540+ reviews)

2. Aspect

Aspect is a workforce management software that can help increase your call center’s operational efficiency.

You can use it to optimize labor costs, manage staffing capacity, and improve your call center’s service level. This workforce management software also facilitates easy employee scheduling for voice, chat, email, and other customer interaction channels.