Call Center Scheduling Tips Anyone can use

Call center scheduling is a lot easier with a powerful suite of workforce management software like that offered by Monet. But even with the utilities it provides there are some basic principles that call center managers should take into consideration when optimizing there staff. EHow offers some great tips to keep a call center in tip top shape

First of all it’s essential to let staff know how important schedule adherence is. This goes for all levels, from managers, to supervisors, to customer service representatives. Having higher ups set an example is paramount to all employees following suit. Furthermore having them know that they’re presence makes a difference will make them more effective members of the team. This goes not only for work times but also for meetings and trainings sessions.

Capturing the time an employee arrives is also essential to adherence. WFM software captures information concerning when an employee log into their phone, takes breaks etc. knowing when to expect a worker to be on and off the phone will help in directing traffic flow during peak hours. Having employees track how many hours a week they’re logged into the phone will also give them feedback on how they’re doing and let them adjust without interaction from higher ups.

Break times are also important to monitor, as some reps will try to use them to buffer the beginning and end of their shifts, finishing up their time off the phones. This will throw a wrench in forecasting systems and should be stopped immediately if it proves to be a continuing problem.

Having your managers and supervisor constantly monitoring adherence and addressing problems with it will also improve performance. Positive reinforcement of adherence will also let your reps know that they’re appreciated and will go a long way in encouraging they’re continued cooperation.

No call center is without its human element, and following these suggestions in conjunction with proper work force management software will go a long way to improve the level of service.

Chris DiMarco is a Web Editor for TMCnet. He holds a master's degree in journalism from Quinnipiac University. Prior to joining TMC (News - Alert) Chris worked with e-commerce provider Suresource as a contact center representative and development analyst. To read more of his articles, please visit his columnist page.

Edited by Chris DiMarco