Call Center Scheduling Feature Article

September 12, 2011

Call Center Scheduling Optimized with Flexible Shift Model

By Susan J. Campbell, TMCnet Contributing Editor

Imagine an environment of ringing telephones, filling e-mail inboxes, sounding social media alerts, scrolling fax machines and agents scrambling to handle all channels according to performance standards. If it sounds like a chaotic environment that could use a little help, you might be right. This scenario hopefully doesn’t describe your call center, but if it does, a little help with your call center scheduling may be a good place to start.

This Monet Software blog provides some tips on effective call center scheduling. The first thing to consider: the flexible shift model. This model can be critical in an environment where every customer interaction and dollar counts. When you implement best practices in your call center, you can achieve an efficient environment, maintain proper service levels, support the customer base and drive solid and growing revenues.

The flexible shift model is critical for your call center scheduling as the dynamics within your center can change on a daily basis. The number of calls and the arrival patterns in which you receive those calls can vary drastically from day to day, introducing significant challenges in your call center scheduling efforts. Despite these challenges, you still have to schedule for starting times, end times, lunch breaks, training, etc.

These elements tend to be fixed over the course of the week, which can create an environment of either over-staffing or under-staffing. When you over-staff, your costs run higher; if you under-staff, your service levels deplete and revenues suffer. To overcome these challenges, call centers throughout the industry are switching to the flexible shift model. The advantages of this model are obvious, yet it can be a challenge to implement and manage a flexible model.

To implement the flexible shift model into your call center scheduling efforts, the first thing to do is ask and inform your agents. Survey your staff about their preferences and personal needs. Then, work with them to match their needs with the needs of the business. It’s also important to gradually implement a flexible shift model by introducing this new approach to some of your agents first.

Consider offering a bonus program to support this new effort in your call center scheduling. Provide financial incentives for those who are willing to be flexible with their start time. You can then gradually add new agents that are also flexible. Over time, the whole center will be operating on a flexible shift model and your call center scheduling will become easier and more cost effective to manage. In fact, this change can increase your service levels by as much as 2 percent, savings roughly the same in personnel costs.

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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

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