Call Center Scheduling Feature Article
February 25, 2013
How to Improve Performance with Call Center Scheduling
By Susan J. Campbell, TMCnet Contributing Editor
Did you know that agent out-of-adherence can cost the call center thousands of dollars per month in lost productivity? Did you also know that the best way to reduce out-of-adherence is to properly forecast call volume and schedule according to that forecast? It’s a process that can best be described as a complicated dance, but one that doesn’t have to trip up the call center manager. Having the right tools in place can help.
Monet Software offers a call center scheduling tool that allows the call center manager to automate much of the forecasting and scheduling process. This approach not only minimizes the time necessary to complete the task, it also helps to improve performance and reduce the overall cost of operating the call center.
A recent Monet Software video explores Monet Live, an online tool that allows the call center manager to track, analyze and manage the agent, the group of agents and the call center as a whole to optimize performance for the best customer service delivery possible. Once forecasts are in place and the schedule designed according to demand, managers have access to the tools necessary to make changes throughout the day, week or month.
Monet Live offers the call center manager an intuitive graphical display for proactive management of the live schedule. As needs or activities change within the call center environment, managers can easily drag and drop times for lunches, breaks and other changes, updating schedules and staffing in real-time.
Using color variations, managers can easily see the various states agents are scheduled to be in throughout the day. For instance, one color can indicate an agent’s scheduled time on the phones; another color will indicate scheduled training; a third color blocks out a scheduled lunch time; and so on. This visual call center scheduling is based on 15 minute intervals throughout the day. Available agent names are also displayed and compared against requirements to determine the accuracy of the schedule.
If an exception needs to be applied for a specific agent, the manager can do so in real-time. The exception will appear on the agent’s schedule, subsequently recalculating availability and requirements to account for the exception. The information is then automatically added to the employee record for recall and review. All exceptions to the schedule are documented and recorded for analysis and comparison, minimizing out-of-adherence.
To ensure optimal performance in the call center, it’s all about metrics. Using Monet Software solutions, call center managers have complete visibility on all activities at any given period of the day. Likewise, he or she can make necessary changes on the fly to ensure optimal productivity and minimize waste. After all, the call center exists to add value to the organization through quality customer care. This can only be accomplished when agents are available to serve.
Edited by Amanda Ciccatelli