Call Center Scheduling Feature Article
November 05, 2008
Call Center Scheduling Leads to Optimal Performance
By Susan J. Campbell, TMCnet Contributing Editor
The good news is that the contact centers of today have the ability to be so much more, offering numerous benefits to the organization and to the customer. One application that goes a long way in ensuring that costs are properly maintained, staff is effectively managed and customers are adequately served is call center scheduling.
In order to ensure that the multi-channel contact center can deliver the benefits of a successful profit center, it must have an integrated environment. A platform that routes calls, e-mails, faxes and Web chat, saves time and equips agents with the tools necessary to handle calls in such a way that customer satisfaction is enhanced.
When contact center agents are properly scheduled according to the demands within the center, operations are optimized and customers receive the service they expect and deserve. The overall environment is positive and leads to increased satisfaction.
Skills-based routing is often found in today’s contact centers as the organization wants to ensure that a customer reaches the person most suited to handle their problem or issue. Robust call center scheduling solutions ensure that the right people are scheduled at the right time to drive efficiency and optimal performance.
It is also important to remember that agents continue to be the highest cost in the contact center. As such, it is imperative that their time is used wisely to ensure the contact center can be run as efficiently as possible.
This trend has led to the increased offering of self-service portals and automated systems. While these features provide significant benefit to the contact center, proper call center scheduling ensures that agents are on hand when live interactions are essential.
Call center scheduling systems return significant value to the contact center when it takes into consideration how teams should be managed. When the contact center workforce is managed in terms of productivity, quality and cost-effectiveness, the contact center achieves optimal performance.
Proper call center scheduling ensures that this is not only possible, but that it becomes standard practice within the center. For those contact centers not sure where to start, Monet Software provides consultative services to help the center to determine its needs so that a robust call center scheduling solution can be selected to deliver measurable results.
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan's articles, please visit her columnist page.
Edited by Michelle Robart