Call Center Scheduling Featured Article
Gleaning the Most Value From Call Center Scheduling Tools
Call center scheduling has improved by leaps and bounds, thanks to technology along with improved management techniques and philosophies. The algorithms, metrics and parameters that go into automated call center scheduling need not be a mystery, and managers can glean the most value from the solutions they use with a simple understanding of some of the key technologies and variables that go into successful scheduling practices.
One of the oldest, and arguably the most fundamental, components of call center scheduling involves the Erlang programming language. Used throughout the telephony world to measure call loads and traffic, the language has been successfully applied to call center scheduling and metrics as a fairly reliable calculator. The Erlang B modeling formula is used to estimate the number of agents needed at a specific call center as well as the number of trunks required to handle forecasted call volume during a specified period.
The Erlang C formula is also used in the scheduling process, primarily to calculate delays or wait times for callers. This formula is based on the number of agents providing service, the number of callers waiting for service and the average time needed to take care of each caller. When used in tandem with Erlang B, the formula is a massive metric in ensuring a call center has adequate coverage to handle anticipated call volume at any given time.
Workforce optimization (WFO) is increasingly being employed in the call center and is especially useful for efficient scheduling. Solutions measure specific agent skills and response times, and can help managers ensure they have the right agents with the proper skillsets scheduled for a certain time frame. In addition to scheduling, WFO tools may be used for quality and liability recording, coaching, and to monitor agent performance. Solutions typically offer sophisticated analytics to help with scheduling as well as overall efficiency and productivity improvements in the call center.
Call center solutions that measure variables like shrinkage, the amount of time lost to vacation, sick time, etc., as well as metrics like flex scheduling to ensure coverage for 24/7 call centers, are critical to effective scheduling practices. The ability for agents to have some autonomy over their own schedules is important as well when it comes to keeping them happy and motivated and keeping turnover and churn rates to a minimum. Many WFO and scheduling solutions offer an agent portal that enables workers to gain 24/7 access to their schedules remotely, from any device. Agents may also do things like schedule vacation time or trade shifts with other workers, which also decrease shrinkage and downtime.
Having a clear understanding of scheduling technology and metrics can go a long way toward helping managers get the most out of their applications and tools. Once those tools begin collecting and analyzing call data and agent performance metrics, they gain intelligence and insights that will only make scheduling easier and more efficient and effective.
Edited by Erik Linask