Call Center Management Feature Article

June 02, 2011

White Paper Provides Solid Tools for Call Center Management

By Susan J. Campbell, TMCnet Contributing Editor

The idea of handling hundreds of calls and ensuring that all of those calls are answered in a timely manner by a friendly individual seems like a simple concept. What happens to that concept, however, when the calls escalate into the thousands, there aren’t enough people to handle the calls in a timely manner and everyone on both sides of the phone become irritated? If this sounds like a call center management nightmare, you’re right.

This Monet Software blog zoomed in for a closer look at the nightmare that can result from poor contact center agent scheduling by the call center management. The blog focused on a white paper with tips on how to conduct more effective call center scheduling to keep call center management from pulling out hair. Visit the blog and you have an opportunity to download the Call center scheduling white paper.

In this white paper, you will have the opportunity to learn about shrinkage, or the amount of time your agents spend not on the phone. When you budget for the operation of the call center, you try and estimate the cost of each call based partly on the cost of the agent. If the agent is not handling as many calls per hour as other agents, he or she is driving up the cost of operation by creating shrinkage.

Call center management can benefit from flexible shift models. Your call center agents need the ability to be flexible in their daily tasks. They also need to have time for lunches, breaks, doctor appointments, training and even time off. With flexible scheduling, you not only communicate to your staff that you are sensitive to their needs, you also avoid increases in absenteeism when agents call in for doctor’s appointments or other personal activities.

Managers in the call center space must also be aware of multi-skilled agents when scheduling for the call center. This is an advantage as skills-based routing can be more flexible if you have more options on routing destinations. These skills must also be considered when schedules are completed to be sure you always have the right skills working.

Schedule adherence is another important focus if you want to operate effectively and efficiently. Your call center management creates a schedule according to anticipated call volumes. If agents are not keeping to the schedule, the flow of the call center can quickly get off track, calls can be missed and poor service results.

Download the Monet Software white paper to learn more about how to empower your call center management to make the best of your environment.
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.

Edited by Chris DiMarco

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