Call Center Scheduling Featured Article
Call Center Scheduling Software Makes Sense for the Small Center
Determining the right schedule for the call center is a challenge for even the most experienced call center manager. This individual not only has to accurately forecast for future volume, he or she must align that forecast with available individuals with the right skill sets. To say there are a lot of variables to manage is an understatement.
A recent Monet Software blog examined the challenges of call center scheduling, especially for the small call center. And, while all call centers have similar goals in terms of controlling costs, meeting services levels and optimizing call center staff, there is a common myth within the industry that only the largest centers can afford software to help with call center scheduling. The reality, however, is that small centers will often have unique challenges when compared with larger centers, supporting the argument for scheduling software.
The small call center can often have unpredictable call volume. While these centers are often performing the same tasks as the larger center, calling patterns tend to be significantly more diverse in the small center, often marked by peaks and valleys. This can make call center scheduling a headache for the call center manager as they often have to respond to volume spikes on-the-fly. And, without much historical data to backup their decisions, gaining support for those decisions can also be a challenge.
Adherence to schedules is another challenge to call center scheduling in the smaller center. Within the larger environment, managers can often schedule deviations and absenteeism without much strain as the impact is spread across a larger base. In the small center, however, one or more agents absent from the center or simply from their desks can significantly impact productivity and service levels.
A key factor within the small call center is agent retention. Agents often leave their job when staffing seems random and does not consider their personal needs. Agent morale can also increase when all players understand and accept schedules in advance. This helps to reduce turnover and ensures everyone knows what is expected of them.
The bottom line is that call center scheduling issues are not limited by the size of the center. More importantly, they can impact the smaller center on a bigger scale. As a result, there is a growing need for call center scheduling software to automate some of the processing that could be prone to human error. At the same time, it allows the smaller center to gather and archive the historical data necessary to support its efforts over the long term.
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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 Jennifer Russell