Call Center Scheduling Featured Article
Flexibility & Appreciation Are Key for Call Center Scheduling
Working in a call center certainly has its pain points. Demands to meet service quality metrics, dealing with irate customers, knowing your call is being recorded and you are always on watch – might make the job seem like a fit for a certain high tolerance individual. But, there are some bright spots to remember with the call center too. Thanks to new technologies, you might just be handling calls from your PJs, or you could find that your schedule is flexible enough working at a call center that you don’t have to pay a high cost baby sitter, or that you can still finish up those classes for your degree.
When a call center is operating at full potential and making use of all the tools and technologies available today, a call center job goes from unattractive – to something that’s actually quite appealing.
Tools like agent scripts to ensure you always have an answer and proper way to respond to caller inquires and proper training take away the angst many prior call center works expressed about the job.
Add to this a proper call center scheduling function and you could find yourself even wanting to vacate your current employment situation for a chance to work at a company that give you flexibility to work where and when you want.
For those in charge with creating the call center schedule, flexibility and appreciation are really important points to remember. Having insights and tools to properly forecast your need for agents and scheduling them based on their skills and availability will ensure you are always staffed to properly respond to customers and that the agents you employ are not getting frustrated or burned out by mismanagement or lack on consideration for their work-life balance.
Monet Software, a provider of workforce management solutions that include intelligent call center scheduling features, reminds managers and decision makers that its important to not only have optimized scheduling, but to follow through by measuring adherence and tracking any shrinkage or other inconsistencies.
Finally, Monet advises if there are top performing agents, be sure to accommodate their scheduling needs as a way of showing appreciation for their loyalty and productivity.
Edited by Maurice Nagle