Call Center Scheduling Featured Article
Improving Call Center Scheduling Adherence with Agent Engagement
Maintaining schedule adherence need not be a herculean task, yet still far too many call centers struggle with scheduling practices and plugging holes when lacking in adherence. Engaged employees are eager employees, so today let’s explore a few ways to ensure your call center agents remain engaged and eager to show up to work and satisfy customers.
Let’s start with leadership. Organizational leadership sets the tone; this does not mean crack the whip for better results. A good leader will intuitively know how to motivate and inspire the desired results. But that’s not where it ends. Exceptional performance deserves recognition, and by blending this into company culture incubates engaged employees.
Taking the above a step further, communicate to agents their importance. Each agent is expected to perform certain duties, delivering value to the organization via how well he or she perform these tasks. By feeding off of leadership, customer service is able to showcase the value each individual team member can bring to the table.
When it comes to scheduling practices, give agents more control with self-service. Create a pecking order for shift requests; offer the ability to request desired shifts allowing for improved work-life balance. By empowering agents organizations promote positive morale and overall engagement, resulting in improved scheduling adherence and satisfied customers.
There are a great number of ways to attack call center scheduling adherence, and each call center requires the right recipe. Workforce management solutions can go a long way in assisting adherence, but bottom line happy employees are engaged employees.
Are your call center agents engaged?
Edited by Maurice Nagle