Call Center Scheduling Featured Article
Are PTO Requests Hurting Call Center Scheduling?
Finding a job with paid time off (PTO) is a dream come true for some professionals. It often communicates to the team that they are valued enough to take a little time for themselves when needed. In some environments, cashing in that PTO simply means the employee will catch up on work when he or she returns to the office. When it comes to call center scheduling however, it means the manager will be short a valuable individual for a set amount of time.
Regardless of the reason an agent is out of the office, it can cause headaches for the manager. It can also lead to conflicts and call center scheduling issues that have the potential to impact customer service. A recent Monet Software blog highlighted this issue, stressing that it’s the manager’s job to make every minute count in the call center.
While it sounds simple enough, the process is complicated by differing schedules and evolving expectations. When PTO requests are made, even well in advance, the scheduling process is made even more complex. Managers are often trying to juggle all of these elements with manual processes and someone along the way is bound to be negatively impacted. If it’s the customer, no one wins.
Fortunately, workforce management systems can help streamline the process, taking some of the pressure off of agents and managers when it comes to PTO. Implementing a solution that addresses the process is important as no agent should be made to feel like their PTO is an imposition on anyone else. A workforce management solution can help plan and track PTO accruals, automatically entering the necessary information into the call center’s schedule and roster.
To ease the process on human resources, the solution can also be integrated into leading systems, enabling human resource professionals to track and manage all data related to PTO. Once in place, the system enables agents to schedule their own PTO as it ensures the right agents are available at the right times to cover that time the agent will be out of the office.
Keep in mind that PTO is designed to be a benefit for employees. If scheduling PTO is too much of a chore, some of the benefit is eroded. Take the necessary steps to prevent this from happening and you’ll have happier managers, agents and customers.
Edited by Stefania Viscusi