Call Center Scheduling Featured Article
Do the Holidays Affect Call Center Scheduling?
There’s nothing quite like the three-day weekend. No matter what you have planned, an extra day to enjoy it and a shorter work week afterwards are something to be savored. At the time of this writing, I am trying to recover from a long weekend of family time. I have five siblings and I live across the state from all of them. If one wants to come to visit, I jump at the chance to have some of my family all to myself.
In this case, my baby brother brought his wife and four kids, aged six and younger (the kids, that is. His wife is of age, I promise.). I loved the time of playing games, coloring, visits to the nature center and long meals in the dining room. By the time we put the kiddos to bed, the adults were spent, yet found their second wind to catch up. Games and conversations went early into the morning – an activity for which I am now feeling my age.
Even with the recovery, I savored the time with family. I am one of the fortunate ones. In the customer care industry, there are plenty who don’t get the luxury of the long weekend to spend as they like. There are still others who enjoy just part of the holiday weekend off, putting in the necessary time to ensure the customer service department can meet expectations. With jumbled hours and limited staff, how do managers juggle call center scheduling to meet the need?
Monet Software recently posted a blog to address the call center scheduling needs. As customer service managers aim to anticipate and optimize for the three-day holiday weekend, there are a few things to keep in mind:
- Data – information on past holidays and current campaigns is vital to ensure proper call center scheduling is a reality. Historical reports are the best indicators for what to expect, as long as managers go back at least two years and analyze call volume and specific key performance indicators (KPIs).
- Variances – while variances are always important to include, the holiday is already a variance, and shouldn’t overshadow any other elements that could drive higher or lower numbers.
- Patterns – even with the holiday, patterns can emerge. Management needs to watch for spikes or drops in call volume and if they are a pattern or simply an anomaly on that particular day.
- Marketing – what has the marketing department pushed out that would affect call volume? Those responsible for call center scheduling should always be talking to marketing.
The point is, there are a lot of different things that must be considered to ensure accuracy in call center scheduling for the holidays. If you remember the four elements listed here, you’ll be better equipped for the unexpected.
Edited by Stefania Viscusi