Call Center Scheduling Featured Article
3 Things Your Call Center Scheduling Software Should Include
Today’s call center is driven by the ability of agents to drive customer interactions. Higher quality experiences lead to better business results. While it’s easy to see the correlation, one thing most managers don’t always think about to get there, is how their call centers are staffed and scheduled.
This element plays a key role in performance results. It’s not as easy as rotating a list of names to fill the seats either. Careful consideration of agent skills, work habits and customer demands must be factored in if you want to really utilize scheduling benefits.
Luckily, there are many call center scheduling solutions on the market to make this job easier for managers. When evaluating the options, be sure to consider those features that matter most.
Here are 3 things you call center scheduling software should include.
Compliance Tracking
Creating an optimal call center schedule is only one piece of the puzzle. Agents must also follow the plan that’s put in place if it’s going to work. The only way to know if that’s happening is if your call center scheduling software offers adherence capabilities. With compliance tracking features, you should be able to do things like tracking shift log-in times, interruptions in shift changes and receive alerts when an event occurs.
Focused on Agent Needs
Keeping agents happy and productive is really the end goal when optimizing the scheduling process. If you want that to happen though, you need to maintain a focus on their wants and needs. Rewarding agents for their abilities and hard work helps keep them loyal. Another way to empower agents and help them to feel good about their work is to offer them an easy way to log-in and make scheduling changes and requests on their own.
Advanced Management Tools
Perhaps the most critical element for call center managers who must report on the improvements and efficiencies of staffing, are the management tools offered with a call center scheduling system. You want a robust offering with an easy to use interface. You also need parameters that allow you to design custom schedules, advanced reporting and monitoring and the ability to access dashboards from anywhere if you really want better results.
Edited by Maurice Nagle