Call Center Scheduling Featured Article
How to Ensure Success with Call Center Scheduling
Not every call center will have the same rules when it comes to call center scheduling. One thing that will be consistent across the board, however, is that customer interactions need to be handled with care and data collected on the call can be used for greater benefit later. Likewise, gathering information for forecasting and scheduling is critical to the success of the center, especially when used for future planning.
A recent Monet Software blog explored this concept, highlighting the importance of gathering data for the use of forecasting and scheduling. While variations may be necessary depending upon the type of environment, Monet offers a guideline that can help in the information gathering process that can lead to better call center scheduling performance.
In the first step, it’s important to collect and analyze data, including call volume, call type and call patterns. Next, this data should be used to forecast call center workload by the hour, shift, day or even week. Then, call center management should forecast special days or other events that could influence call volumes. Such events may include holidays, company promotions, seasonal fluctuations or other unique trends.
With this information in hand, management should then calculate and plan for the required resources. Additional staffing considerations can then be reviewed, such as cost, personnel skills and specialties, availability, flexibility and occupancy. At that point, management can create a schedule that accurately balances call center capabilities against agent needs, accounting for shrinkage and exceptions.
The created schedule can then serve as the guideline for daily operations. Management should track key metrics and adherence, adjusting the forecast and schedule according to actual call volume and pattern. At this point, it’s important to review, report and analyze before going back to the beginning and starting once again with step number one.
It’s clear that call center scheduling is not a “one-and-done” activity. It’s something that managers in this environment must pay attention to on a regular basis. Scheduling has an impact on cost, performance, job satisfaction, customer satisfaction and so much more. When it’s done correctly, the impact is felt across the board.
The point is to put a clear strategy in place that follows these guidelines on a consistent basis to ensure success. Only then can the organization benefit from the investment in call center scheduling.
Edited by Stefania Viscusi