Call Center Scheduling Featured Article
Why You Need Focused Call Center Scheduling
In the ideal call center environment, there would be the right number of agents at the right time of day – everyday. In the real call center environment, however, conditions are not always ideal. Actual volumes can vary from forecasted volumes, campaigns can be more (or less) successful than planned and agents can call in sick or get pulled out for training. Let’s face it – call center scheduling is a challenge in a less than ideal world.
The fact that it’s a challenge doesn’t mean it should be something call center management lets slide in the oversight of the customer service environment. An inefficient approach to scheduling can cripple the business by either incurring too much cost or scheduling agents when they’re not needed and leaving clients hanging when a service representative is unavailable.
Call center scheduling has to be a priority for management as early clock-ins or agents leaving early can drastically impact the bottom line. And, the bigger the workforce, the greater the impact deviations in adherence can have on the company. If the tools used for scheduling were not meant specifically for this task, however, the implication is significant as they can cause complications, waste time and drain resources.
The appropriate method for scheduling has much to do with the size of the workforce and the organization. Regardless of the size, customers must be given priority and made to feel as if they are the most important asset. When this is lacking, sales are lost and potential long-term revenue opportunities are put at stake. The company is left struggling to identify new opportunities when the focus shifts away from protecting the base.
To select the right call center scheduling tools, it’s important to identify the requirements of the organization. If the call center is manned by 10 to 15 people, communicating the requirements of the schedule and the guidelines for adherence is a relatively simple task. If the center is instead made up of 100 employees or more, a scheduling system has to be put in place that is managed, monitored and adjusted according to needs. This often requires a larger budget and a focused approach.
Such a system allows for a customized approach to scheduling, however, that creates a smaller feel in the larger environment. It allows management to pay attention to employee preferences and dispositions, supports foolproof communication, avoids the problems associated with split shifts, encourages cross-training and helps to avoid delivering bad customer service.
Of course the call center scheduling platform is not a magic fix and does require other tools and a clear strategy, but its application can go a long way in ensuring the right approach to customer care.
Edited by Stefania Viscusi