Call Center Scheduling Featured Article
Call Center Scheduling Tools Prove Effective in Shrinkage Reductions
Agents working in the call center have an important role to fill – satisfying managers in terms of performance and creating the high quality customer experience. At times, the two goals are at odds, especially when performance metrics require speedy calls and the customer experience is degraded when speed trumps resolution. While call center scheduling aims to minimize this impact, it may require the call center to take it one step further.
A recent Monet Software blog explored the impact of call center scheduling, especially when it comes to shrinkage. This metric is the percentage of times agents are not productive on the calling floor. He or she may be taking a break, in a meeting, receiving training, taking a vacation, absent due to illness or simply absent. While many of these events can be easily built into the schedule, adherence is often overlooked.
Adherence is the resulting measurement when call center managers compare the time agents are schedule to work against the time they actually work. Agents who stay later, start earlier or take longer breaks than allowed for in the overall call center scheduling will cause shrinkage. This shrinkage can then have an immediate impact on service levels and other call center metrics as a result of under-staffing. .
When the call center is understaffed, the environment can quickly change from one of efficient productivity to one of frustration for agents and customers. If an agent has a call load they cannot handle within the expected timeframe, his or her Key Performance Indicator (KPI) results will suffer. Likewise, the customer will spend more time holding, waiting for an available agent. The resulting conversation between the stressed agent and the frustrated customer can quickly turn into a volatile interaction.
Fortunately, call center scheduling solutions can be put in place that pay close attention to shrinkage. It’s important to note that unplanned shrinkage cannot always be totally eliminated with call center scheduling, but it can generally be reduced to a level that is considered acceptable to management. If all players are paying attention to adherence, performance overall can be dramatically improved.
To focus appropriately on adherence, call centers must implement the right tools to gain the proper visibility into call center scheduling and performance. This accurate view into what happens at any moment in time gives managers and supervisors the opportunity to compare it against the published schedule. When out-of-adherence issues are identified, agents can be educated on the impact and call center scheduling changes can be made to prevent the issue moving forward.
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