Call Center Scheduling Featured Article
Call Center Scheduling - How Are You Doing on Adherence?
Running a call center requires so much more than just making sure all calls are answered in a timely manner. Managers in today’s center must monitor and manage adherence to call center scheduling, a task that is nothing short of challenges.
This recent Monet Software blog stressed the importance of ensuring the right number of staff members with the right skills is available at the right times of the day. Before examining the qualities of your call center scheduling efforts, instead consider what lack of adherence does to your bottom line.
Employees within the call center are the most expensive asset. These individuals are in place to handle interactions with customers and a focused approach to quality care is essential to maintain a satisfied customer base.
If an agent is not in his or her seat when scheduled, a call may wait too long in the queue, another agent may get backed up in their waiting calls and morale can immediately suffer. If several agents are not adhering to the schedule, the problems multiply exponentially.
Next, it’s critical that you understand why schedule adherence is an important call center metric. Some of the far-reaching effects within the call center were mentioned above, while you also need to consider ways to improve adherence. Educate your employees on the importance of call center scheduling and what happens when adherence is lacking.
Don’t forget to monitor for adherence. If you’re not tracking it, how will you know what it’s costing your center or how to improve it? Plus, your agents won’t pay attention to it if they know you’re not tracking it. Therefore, it’s important that you inform, measure and manage. Make call center scheduling adherence a priority in your environment through leading by example.
Understand the difference between schedule adherence and real-time schedule adherence. It’s one thing for your agents to show up on time; but are they in their seats and on the phones during the scheduled hours? Do agents show up on time for scheduled training and coaching? Are the same individuals sticking to only scheduled break times?
Web-based programs can monitor and measure this adherence in real-time, providing you deep insight into your overall operation. If you’re searching for guidelines on improving your call center scheduling adherence, check out this latest white paper from Monet Software. You’ll have an opportunity to learn some key insights from an industry leader, while also gaining a deeper understanding of how workforce management will help you along the way.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