Call Center Scheduling Featured Article
Government Call Centers: Better Scheduling Might Help Avoid Mistakes
The typical call center has a lot to juggle in a given day. There are multiple channels to manage, differing personalities among the agent base, key performance indicators measured consistently, call recordings monitored and customer satisfaction to achieve. The list could go on and on, but the point is, it’s a busy and dynamic environment. One thing you can’t afford to mishandle is your call center scheduling.
Unfortunately, it’s not uncommon for the typical call center to make mistakes when it comes to call center scheduling and that can lead to customer frustration. Monet Software (News - Alert) recently posted a blog on this topic, highlighting key areas where scheduling is mishandled in the government sector. Regardless of the industry in which you compete, these mistakes could also be haunting you.
Break Time – it’s tempting to build out your call center scheduling focused on demand and availability only, overlooking the importance of scheduling breaks for all agents. Scheduling not only encourages agents to take much needed time, it also helps to eliminate longer lunches or too many hitting the break room at the same time.
The Part Timers – don’t overload your call center scheduling with full time employees only. Those who are salaried have to be there at all times, even if you don’t need them. Bringing a few part timers into the fold allows for more flexibility.
Shrinkage – it’s important in the government sector to remember to account for shrinkage. This process is challenging without an automated workforce management system to ensure you get the numbers right. It may be time to make the investment to turn the trend around.
Desired Shifts – don’t assume that there are coveted shifts that everyone wants. Different individuals will have a need for different hours.
Adherence – don’t forget to check to for adherence and the efficiency of your call center scheduling. The goal should always be to schedule according to need, but workforce management can help you measure effectively.
Perhaps most importantly, avoid doing nothing. It can be tempting to follow what you’ve always done and simply hope for the best. Such an approach, however, can cause stress, drain resources and produce poor outcomes. The tools are available to help you make the right choices and build a strategy – it’s up to you to use them as prescribed.
Edited by Stefania Viscusi