The Value in Web-Based Call Center Scheduling

When examining the call center, it would be easy to assume that the biggest cost associated with this division of the company may be the expensive phone equipment necessary for each agent, or the ergonomic desks and chairs. Instead, the most costly element within this environment is out-of-adherence to call center scheduling.

A recent Monet Software blog centered on the importance of call center scheduling and how an improper approach can be the primary cause of excessive costs. This is one area where every minute counts and every agent needs to be conducting tasks according to the schedule, or endanger the overall performance and budget of the call center environment.

In the call center scheduling arena, schedule adherence is defined as the degree to which agents keep their schedules. This is measured as a percentage, and an important one given that staffing is the single biggest cost facing any call center today. When it comes to meeting customer service expectations and performance levels, every second really does count. As such, it’s common for call center management to put an emphasis on its improvement.

For the call center environment with 5 to 20 agents, it’s easy to assume that schedule adherence is a non-issue. Monet Software suggests that if you take a closer look at the different time slots throughout the day where agent time is lost, a serious amount of revenue could be lost over the course of a year.

Smooth transitions between shifts is also important in call center scheduling. The call center environment tends to be one that is very complex, creating a number of time slots throughout the day where an agent may go out of adherence. An agent may show up for a shift 10 minutes late, for example, or go over their break time by five minutes.

When the two are added together, the agent could easily be out of adherence by several minutes more than just 15. When those minutes are added across hundreds of agents working multiple shifts, the cost of not abiding by call center scheduling rules can quickly multiply, creating a serious cost problem within the call center.

A common practice for call center scheduling is to implement a manual process that relies on spreadsheets and other methods. While it may seem like the logical low cost option for the small call center, this process is actually challenging and time consuming, which results in unnecessary costs. A Web-based approach allows for the tracking of schedule adherence in real-time, and the programming of alert notifications when out-of-adherence reaches a certain level.

Before making the jump to a Web-based call center scheduling platform, be sure to inform and educate your users. Once the platform is in place, measure and manage the workforce, and track adherence. Be sure to provide incentives for those who adhere to the schedule and you’re more likely to see the results you want.  

Edited by Amanda Ciccatelli