Real-Time Schedule Adherence Helps Your Call Center Run More Efficiently

The staff scheduling problem has remained a critical problem customer contact center industry. But now, real-time schedule adherence can fix this problem by streamlining agent scheduling seamlessly.

Monet Software, a provider of workforce optimization solutions for small and medium sized contact centers, recently published a blog post discussing how the company’s real-time schedule adherence continuously monitors and records the real-time status of your staff to show which agents are on the phone and which ones are not. This information allows managers to fix the problem quickly and efficiently in order to streamline workflow processes in the call center.

Based on predetermine schedules, schedule adherence screens display when agents are available for calls and when they take breaks. With real-time schedule adherence, call centers will improve customer service levels and reduce center costs without upfront expenses and IT requirements of traditional workforce management software, or the limitations of scheduling spreadsheets.

Additionally, using real-time schedule adherence will allow a call center manager to compare planned agent activity to actual activities throughout the day and see the status of each agent against the planned activity. Monet’s intra-day management features provide real-time views of forecasted, actual, and predicted call volumes, and handling times. Alerts are provided when agents are out of adherence, giving you the ability to adjust schedules accordingly, begin live monitoring, and record calls.

An important component to managing adherence is to reduce shrinkage, according to Monet, which is the time when agents are paid during times when they are not available to handle calls. Shrinkage can drastically affect a call center's ability to meet high customer service levels.

To learn more about real-time schedule adherence for you call center, read Monet’s whitepaper about call center schedule adherence.

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Edited by Allison Boccamazzo