Call Center Scheduling Featured Article
What Call Center Scheduling Software Can Do for You
Call centers have a lot moving pieces. But when managers of these environments have the tools to orchestrate all these factors, they can really help these operations hum.
That’s a bit of a mixed metaphor, I know. But there’s a great mix of things happening in call centers. So maybe that’s not so inappropriate after all.
In any case, my point is that one of the key tools call center managers need is scheduling software. This kind of tool makes setting schedules – and doing it in a way that meets call center, customer, and agent needs – so much easier.
With call center scheduling software, managers can use analytics to forecast when they need what number of agents, with what skills, on what campaigns.
When there are enough agents, and workers with skills that match the task, customers tend to get better service. And that can help a call center improve its customer satisfaction and other key performance indicator measures. And it can result in larger customer spend, reduction in customer churn, and enhanced as opposed to decreased reputation.
Agents benefit from call center scheduling software too. The best solutions in this product category enable agents to input their preferences, swap shifts when appropriate, and avoid being overloaded with work due to underscheduling.
Call center scheduling software can also enable organizations to ensure agents have other work to do when they’re not helping customers or taking scheduled breaks. For example, managers can use this software to assign agents to use a training portal when there’s time available.
Additionally, scheduling software allows remote workers to more easily stay in the loop. And it can support scenarios – like winter storms – in which people need to work from home.
Edited by Maurice Nagle