Call Center Scheduling Featured Article
Call Center Scheduling Programs Can Ease the Burden for Managers
Call center scheduling is always a tricky prospect, and accounting for fluctuations, turnover and churn and other anomalies can make the process difficult for managers. One of the best approaches may be to create a scheduling program that accounts for all these variables and wildcards, and this need not be an overly complicated task.
First off, call center managers must factor in forecasting and availability of their agents when creating a call center scheduling program. These two variables are the most reliable predictors of call flow and call resolution rates. There are some other important components that should be taken into consideration when creating a call center scheduling program, and we have outlined them below.
Using call center management tools is one of the most important things a manager can do during the scheduling process. Comprehensive tools will be easy to navigate and use and will generate reports and logs vital to the scheduling process. A good management tool will work with other areas of the call center to account for all sorts of variables to help build the most efficient shift and schedule model possible. It will also allow managers to take into account agent personalities and skill levels and help track their performances more closely.
Agent attrition and churn are prevalent throughout the call center industry. Indeed, call centers have one of the highest turnover rates of any profession in the U.S. One of the best ways managers can aid their scheduling programs, along with their overall management practices, is to recognize and reward talented and top performing agents.
By giving the best agents rewards and incentives, in addition to more challenging work to keep them engaged, managers can achieve higher retention rates. And that is a critical factor when it comes to scheduling, as managers need to be sure they can rely on their experienced agents to show up and perform as planned.
Another way managers can reward and empower their agents is by using scheduling software that allows them to change and swap shifts directly. Empowering agents with the flexibility to make schedule changes on their own can go a long way toward fostering good will and camaraderie, not to mention avoiding scheduling gaps due to unavailability and other extraordinary circumstances.
Finally, managers need to ensure their agents comply with the schedule and the scheduling program they set up. They can ensure agents are making the most of their scheduled shift times by assigning specific tasks and goals within the scheduling software and monitoring agents’ progress during the work day. High performing agents who meet and exceed their goals should be reworded for their efforts. This type of logging can also be beneficial in pinpointing agents that need additional training and coaching in specific areas.
Call center scheduling does not have to be an overwhelming task, and technology tools can help ease the burden. By creating a comprehensive scheduling program and following a few basic guidelines, call center managers can ensure they are maximizing their scheduling prowess, while also encouraging agents to turn in the best performance possible.
Edited by Maurice Nagle