Call Center Scheduling Featured Article
Why Call Center Scheduling Trumps the Spreadsheet
What tools do you use to manage your call center staff? Do you have an interactive, web-based solution that allows you to track activity in real-time and make changes on the fly when activity exceeds expectations? Or, are you still relying on the spreadsheet method that provides no visibility and is housed only in one area?
Call center scheduling needs to be dynamic and flexible if you’re going to match the needs of your organization. To know for sure whether or not you have what you need, take a look at your current operation. Are your forecasts missing the mark? Are you overstaffing or understaffing for volume? Are customers frustrated with their service, even though you haven’t changed your approach? Are budgets a constant problem?
If you’re able to answer in the affirmative to any of these questions, you may have a scheduling problem that needs to be addressed. It’s likely that call center scheduling is one of your least favorite tasks as it’s cumbersome, frustrating and fails to deliver the desired results. With the right workforce management solution, however, you can turn the task into one that is manageable through automated processes.
A recent Monet Software blog focused on this very issue, highlighting the challenges that surround the call center manager still relying on the spreadsheet method. These stagnant tools simply do not offer the features you need to be effective and strategic in your approach to staffing. This approach also denies you access to the information that could help improve operations and lower overall cost.
According to Monet Software, there are specific benefits you are missing out on when you rely on spreadsheets for call center scheduling. For instance, call volume history plays a significant role in determining forecasts and schedules. Without automatic tools to help in the process, you’re likely working without this information, or a rudimentary version.
Spreadsheets also limit the ability to create simulations. By running automated simulations, you can easily discover flaws in the forecast and then correct them before they cause other problems. Excel only provides the opportunity to examine your data after the fact. Plus, you’re likely trying to schedule for more than one channel, something that is nearly impossible to do effectively with a one-dimensional spreadsheet.
Finally, the spreadsheet also denies you the ability to forecast according to call type. When you have this information, it’s easier to schedule according to skill sets among staff members and to ensure you don’t have too few or too many when it comes to the targeted time. This can’t be done at all with a spreadsheet, but is automated with a proven workforce management solution.
If you’re still relying on the manual spreadsheet to get your call center scheduling done, it’s likely time to take a closer look at the process and what benefits you’re missing.
Edited by Stefania Viscusi