Why Scheduling Software Makes Sense
Call center managers, like so many of us today, exist in a pressure cooker-style workplace. But that kind of job is particularly onerous given the strict key performance indicators these individuals and their teams need to hit. That’s not to mention the continuously changing cast of characters these leaders need to onboard, manage, and schedule.
Creating agent schedules can be like doing a complex puzzle – and without the fun and relaxation. Call center managers have to take time out of their busy days to make sure all the shifts are covered and that enough – but not too many – agents are available to meet demand. That requires call center managers to have a good idea of past calling trends. Agent schedulers also need to figure in who needs what time off when, which agents have the skillsets to do the best job for particular campaigns or other efforts, and how to adjust quickly should there be unexpected agent
All of the above becomes a whole lot easier when call centers use agent scheduling, workforce management and optimization software. Such software can do call center forecasting, set agent schedules, and even allow agents with self-service capabilities so they can input their own time-off requests and swap shifts with their colleagues.
“When it’s done right, call center scheduling balances agent needs vs. call center capabilities, while accounting for such variables as shrinkage and exceptions,” notes Monet Software (News - Alert). “Call center schedules are only as accurate as the data used to create them. That’s why it is surprising that so many businesses still rely on spreadsheets when workforce management software delivers more precise and detailed information.”
Scheduling and forecasting systems also help businesses more effectively analyze performance and work to improve it. It can reveal details about call metrics, after call work, time spent training, break duration, and more.
Edited by Maurice Nagle