Tips to Optimize Call Center Scheduling

The constantly changing environment in the call center puts significant demands on those responsible for scheduling according to anticipated call volumes. These individuals not only have to accurately forecast call volumes for a specified period of time; they must also consider the skills and availability of the agent base.

A recent Monet Software blog examined the importance of making the call center scheduling work for the call center staff. When call center scheduling is optimized for the total environment, overall performance is enhanced. And, the optimized schedule in the call center is even more effective when the call center team is satisfied, or simply happy with the shifts they have been assigned.

Monet Software has provided a few tips for call center supervisors and managers. If followed with the right mix in the dynamic call center, these tips could help to improve scheduling and create an environment that will drive improved performance.

First, think about implementing shift bidding. You have the option of opening up for bidding every six months, or simply facilitate bidding on a regular basis, making it a part of the scheduling process. The frequent bidding put in place does become easier when a Web-based tool is used to allow your agents and supervisors to collaborate on shift bidding and trading.

Second, allow shift trading as it can be completed without a lot of administrative work. Agents have the ability to trade their shifts on a day-to-day basis, while you can set the parameters to allow this trading a few times for each agent. Without these guidelines in place, it could be difficult to keep track of who is scheduled.

Finally, consider adding flexible start- and end-times. This allows agents to come in later by an hour or two, or to work longer hours on certain days. This flexibility is based and delivered on the needs of the call center, as well as those of individual agents. It is important that this flexibility is administered properly to ensure those hours don’t get lost in the shuffle.

The key to successful call center scheduling is to create a schedule that not only caters to the forecasted needs of your center, but also the desires and capabilities of your call center staff. Partnering with a provider like Monet Software can give you access to the tools necessary to maximize your call center scheduling efforts.

 

 

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 Chris DiMarco