Call Center Scheduling Featured Article
Streamlining Call Center Scheduling with Help from Monet Software
Have you ever tried to schedule 25 different people doing similar things in a small room, each one with a different skillset, different availability and different level of training? What if the number of people expanded to 50 or more? While it may sound like a complicated mess, it is the reality for the call center manager focused on call center scheduling. Fortunately, it doesn’t have to be that complicated.
Monet Software shared in a recent product demo on how to optimize all agent schedules. The key is to incorporate all agent activities into a single schedule so as to better cover the planned call volumes. This includes a focus on breaks and lunches, ensuring they are placed correctly within the agents’ schedules. While this has been a tedious and drawn out task in the past, it can easily be automated with the help of Monet.
To ease this step in the call center scheduling process, managers only need to select the Generate Schedule option and fill in the day range that he or she wishes to schedule. Monet will then work through a range of different shift profiles. Within those profiles are a variety of shift lunches and breaks. Doing this ensures that all breaks and lunches are covered without putting the service levels at risk or causing a scheduling nightmare for the manager. Adjustments may need to be made for holidays and special campaigns, but they are easy to accomplish.
Once the supervisor or manager selects the shift profile that best suits the environment, a simple click of the GO button is all that is needed and Monet will analyze the shift profile and automatically select and present the optimal shift patterns to ensure the needs and demands of the day are met, while also keeping operating costs at their lowest. Managers can also see the initial cost of a particular shift to compare with other reports later, assessing whether or not their selected methods are the most efficient for the environment.
Monet also allows the manager to view the required versus the scheduled graph to verify accuracy. Through visual cues, the manager can instantly view what has been scheduled compared with what is required. At any point, modifications, changes and adjustments can be made according to the demand of the center.
While call center scheduling is a challenging task, it isn’t one the manager has to do alone. With help from providers like Monet Software, the process is easily streamlined.
Edited by Stefania Viscusi