Call Center Scheduling Solutions
Call Center scheduling is critical for meeting your service levels while controlling agent costs. 60% to 80% off ongoing call center expenses are related to staffing. Having the optimum number of agents at the right time with the right skills, in the right place is essential to call center success and profitability. Despite this fact, many contact centers still use spreadsheets and other manual tools to manage their agent schedules. These sub-optimal schedules often result in overstaffing, lower agent productivity and higher shrinkage. The resulting costs can add up to $30,000 to $50,000 per year for call centers with as few as 25 agents. Monet Software helps you solve this challenge by automating key tasks that have an immediate impact on your bottom line through more accurate call volume forecasting, staffing calculations and scheduling and daily performance tracking.
Monet WFM Live is an affordable and easy to use call forecasting and employee scheduling solution including ACD integration, real-time adherence and intra-day management. Call centers start improving services levels and reducing center costs within days – all without the upfront expenses and IT requirements of traditional software. Monet WFM Live was especially designed for small and medium sized call centers scheduling to meet their specific needs:
- Fast setup within days, avoiding large implementation projects
- Affordable monthly fees without upfront investment
- Easy to use through 100% web interface
- Quick integration with any ACD or PBX for call history and real time adherence
Call Center Scheduling Feature Articles
1/22/2015 - As we get further into 2015, those companies able to meet customer expectations in terms of customer service will set the tone. They will deploy these strategies and others to establish dominance. While no hover board is needed, a continuing look to the future will help maintain that competitive advantage.
1/19/2015 - Monet Software recommends a relatively simple process to improving adherence. First, identify your current adherence levels using the following formula: [phone time+ other work related activity time]/ ([shift time] - [lunch/dinner] - [break] + [exception time] +[overtime]) = schedule adherence. Next, write the report's authors, you need to identify the reasons agents are falling out of adherence.
1/13/2015 - Having the optimum number of agents at the right time with the right skills, in the right place is essential to success in the contact center. Unfortunately, many companies are still trying to accomplish this with manual processes and spreadsheets, which is why they are hitting and missing so often. Modern workforce management and scheduling solutions help by automating critical tasks to help bring about more accurate call volume forecasting, staffing calculations and scheduling and daily performance tracking, so companies are not caught unawares by high call volumes (and when they are, they can manage it better).
1/12/2015 - In doing so, the call center is much more likely to be scheduled according to actual call volume. Nothing hurts performance like too many calls coming in and not enough agents to handle the volume. Likewise, your bottom line can't afford for agents to be sitting idle. The occasional few minutes can allow for valuable training, but too much time spent with nothing to do can lead to boredom and the disinterested agent.
1/6/2015 - Before you implement or overhaul a metrics plan, ask yourselves a few questions: are these metrics for the benefit of our company or our customers? Do they conflict with one another? Have we put too much emphasis on rushing customers off the phone? Are we punishing agents for really helping customers? Do we want to work towards short-term goals or long-term goals? It's important to remember that metrics that will improve long-term goals - and improvement in customer satisfaction, for example - may affect quantity metrics in the short-term. It's a small price to pay for long-term gains.
Call Center Workforce Management Made Easy
Cloud base workforce management software for more effective call center scheduling, forecasting and agent adherence
Call Recording and Monitoring Improves Call Center Quality
Get a flexible monitoring platform with comprehensive VOIP call recording capabilities
Quality Assurance, Monitoring and Management for Improved Customer Satisfaction
Monitor customer interactions to consistently deliver great service, improve call center quality and customer satisfaction
Provide Even Better Customer Service
Easily track, analyze and manage agent, group and center performance to optimize customer service
Call Center Scheduling Industry News
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