Call Center Scheduling Feature Article
June 09, 2011
Two Suggestions To Reduce Call Center Shrinkage
By David Sims, TMCnet Contributing Editor
If it’s true, as call center vendor Monet Software officials say, that many companies underestimate the sheer volume of shrinkage, are there any good ways to reduce shrinkage?
Don’t wash woolens in hot water (rimshot).
They would say that yes, you can, and in a recent blog post they offer some thoughts on how to reduce shrinkage.
It’s possible, they say, to increase forecast and schedule accuracy by including all activities into your schedule. Not just call time and after work related to calls, but the whole shebang -- outbound if triggered by inbound calls, chat (if important to your business), breaks and lunch, training, absenteeism, meetings, admin and research work, correspondence, emails, outbound calls and other unproductive time.
Monet also recommends you monitor schedule adherence and work with your agents to improve over time -- monitor in real-time and run reports and share with the call center team. Needless to say, they have some nice tools that can help with that.
A couple months ago TMC’s (News - Alert) Chris DiMarco wrote that proper management of your workforce is as much an art as a science. “It is perhaps fitting then that one of the leaders in workforce management is named after the founder of the impressionist movement.”
Monet software provides not only software, but strategies to streamline workforce efficacy. The company also regularly engages with its community for discussion on the best practices in the industry offering its veteran status to get call and contact centers on the right path.
Monet Software hosted a webinar on Wednesday March 30. You can still join the company for more strategies on improving the performance of your call center, including how to schedule call and non-call activities, incorporating flexible shifts in your staff rotation and improving schedule adherence. This webinar will help listeners define and meet the challenges of call center scheduling with the tools and intelligence to make a difference.
David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.
Edited by Chris DiMarco