Leverage More Value from Your Call Center Scheduling Tools

An environment of emotional calls, fluctuating call volumes, varying schedules and time pressure can only describe today’s call center. Trying to manage skilled individuals within this type of environment is a challenge without call center scheduling platforms. Putting the right tools in place ensures a smooth operation, and more satisfied customers and employees.

This Monet Software blog took a closer look at call center scheduling and how call center leaders can reduce the agent turn over that tends to plague the call center industry. It’s not uncommon for some organizations to experience turnover of 30 percent or more within the call center, meaning that three out of every 10 people will leave that need to be replaced with quality individuals that must be trained.

A high turnover rate within the call center can have a negative impact on productivity, costs and service quality within the center. To reduce this turnover, you must first measure your current turnover. Second, you must implement a process for identifying and tracking the reasons for this turnover. Next, find ways to improve working conditions, which can start with a clear focus on your call center scheduling efforts.

Consider the value in hiring the right people. It’s critical that you understand the challenges that exist within your customer service or call center area and select those individuals best qualified to deal with them. At that point, you can focus on engaging with your agents, making them a part of the team by listening, encouraging them to make improvements, ask for feedback and more. You can use the information captured in these interactions to work into your call center scheduling efforts.

Call center scheduling is also critical in determining the flexibility of your call center. The more flexibility you provide, the better your position for motivating the team overall. You can also use your call center scheduling tools to create an accurate forecast as well as an optimal schedule to ensure your agents are less overworked and more satisfied with their jobs.

Do you track adherence? If so, do your agents understand the importance of sticking with the schedule? Call center scheduling tools lose their value if you don’t monitor and track schedule adherence to ensure the call load is fairly spread. If a few agents are not in their seats when they are scheduled to be, it can cause significant pain for the rest of the team.

This also helps you to create a positive work environment with a clear focus on the office space, culture, equipment and more. This positive environment can lead to the desired result of a more productive and higher performing call center.
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