Call Center Management Feature Article
March 05, 2013
How Scheduling Improves Performance for Call Center Management
By Susan J. Campbell, TMCnet Contributing Editor
Managing the effective call center requires more than just an efficient schedule. Call center leaders have to manage exceptions and minimize the impact any changes have on the level of service provided to the customer base. Planned exceptions are easy to integrate into the schedule, but the unexpected can happen. The success of the center relies on how those exceptions are handled.
Monet Software, a call center management solutions provider, has developed a Workforce Management (WFM) Live platform that takes such exceptions into consideration. The platform is designed with an integrated exception planner that simplifies the scheduling of agent exceptions. When an agent needs time off, is away from the phones for training or needs to leave before the end of a shift, the manager can easily make adjustments on the fly to maintain a higher standard of service delivery.
The company’s blog features a video on the WFM Live solution, demonstrating the benefits firsthand. For instance, a color-coded availability calendar provides a real-time summary of time off displayed on the user interface. This presentation makes it easy for call center management to determine whether or not they are able to grant the request from the agent for time off at a particular time or day.
The video provides an inside view into the call center schedule exceptions calendar, demonstrating how easy it is to manage daily exceptions. Daily exceptions are tracked and a running total made available for the scheduling manager.
The first exception example shows an agent who has called in to report an anticipated arrival time of an hour later than indicated on the schedule. In the scheduling tool, call center management can note the anticipated total in delayed time, the reason for the delay and the exception code. This not only ensures the exception is captured in the schedule, it also allows management to track performance for that particular agent and determine whether or not delayed arrivals are the norm.
The second exception example includes an agent who couldn’t fulfill their scheduled shift due to illness. This exception changes the requirements and availabilities for the day. By making the adjustments to that particular agent, the solution will apply the changes across the schedule automatically.
Overall scheduling success relies on proper forecasts, agent adherence and effective tracking. An automated tool available at all times ensures call center management can track, react and report on their ability to meet required services levels with accuracy throughout the day.
Edited by Amanda Ciccatelli