Call Center Scheduling Feature Article
December 18, 2012
Run an Efficient Call Center with Real-Time Schedule Adherence
By Amanda Ciccatelli, TMCnet Web Editor
Running a successful call center is not an easy job. One of the primary challenges is building an efficient call center schedule. There are numerous uncontrollable factors that affect the scheduling of agents, so it takes specific knowledge and measurements to create the most effective schedule. Modern scheduling solutions have helped call center managers build better schedules, but sticking to the schedule is a challenge.
Schedule adherence, or the degree to which agents stick to their schedules, is difficult to accomplish. So, many call centers rely on schedule adherence tracking for alerts that send notifications when problems arise. Considering that staffing is the biggest cost that call centers face today, and that every minute counts when it comes to meeting service levels, call center managers want to work on improvements.
Monet Software, a global provider of workforce optimization solutions for small and medium-sized contact centers, offers its Workforce Management Live solution which makes is easy to constantly monitor and record the real-time status of agents in the call center in order to ensure that agents are available for calls, as well as take their scheduled breaks.
Throughout the day, a call center manager can compare planned agent activity to actual activities. The manager can clearly see the status of each agent in real-time against the planned activity. Additionally, Monet WFM Live Advanced Schedule Adherence allows for the creation of custom rules to match the call center’s needs.
Moreover, a call center manager can compare planned agent activity to actual activities throughout the day and can see the real-time 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, handling times, and key performance indicators. And, managers get alerts when agents are out of adherence, providing the ability to adjust schedules accordingly.
Key capabilities include the ability to monitor agent status in real-time; receive alerts for out-of-adherence states; view agent exceptions and approve or deny them in one-minute increments; monitor KPIs and trends to reforecast, reschedule, and adjust staffing; track forecasted and statistics schedule overtime or time off during different call volumes; evaluate adherence and take action to improve performance; and create custom agent activity types to match the call center's needs.
To learn more about how Monet can help your call center achieve real-time schedule adherence, click here.
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Edited by Jamie Epstein