Call Center Scheduling Featured Article
What Attributes Do You Prefer in Agents for Call Center Scheduling?
Before the arrival of the multichannel contact center with various skill-sets needed to handle customer interactions, call center scheduling was pretty simple. Management forecasted for anticipated volume and scheduled agents according to need and availability. Today, those demands have changed and the agent able to adjust to managing multiple channels with efficiency will be in high demand.
A recent blog by call center scheduling solutions provider, Monet Software explored the changes in the industry over the last few years. Not only do customers have more options when trying to interact with a company; hiring managers have heightened expectations when looking for talent. The most prominent standing out against the rest as companies make it a priority to achieve the competitive advantage where quality customer service is concerned.
For instance, according to Monet Software, those responsible for call center scheduling and management are more likely to look for agents who can demonstrate professionalism and courtesy in all communication. They also want individuals who are able to be punctual and show up for work on a regular basis. They’re searching for outstanding verbal and written skills and want to responsible team player able to multi-task.
In terms of call center scheduling, it’s also important that the qualified agent is able to adhere to a strict schedule so as to ensure quality service standards are met. The individual must also be able to work independently and solve problems without help. The ability to stay calm in a fast-paced environment is key, while familiarity with contact center technology is helpful. Finally, the ability to listen to and respond to coaching is also key to long-term success for the call center agent.
Call center management in particular industries may have additional expectations for their staff. For instance, they may need agents to work non-traditional hours or they allow their agents to work from home and therefore need additional applications to ensure optimal call center scheduling and the monitoring of all activity. The key is to leverage the right technology to fit the environment so that employees and management can drive the expected results.
At the end of the day, the company is looking at the bottom line and the customer is looking at how they feel as a result of interacting with the agent. If both outcomes aren’t healthy, the company will find itself struggling to stand out against the competition. When leveraging solutions from Monet Software, however, they have access to the tools they need and the visibility they must have to ensure powerful outcomes.
Edited by Stefania Viscusi