Call Center Scheduling

A stressful work environment can easily create higher rates in absenteeism, increase work-related illness and drive out of control attrition. Such an environment is not unheard of in the contact center industry, yet it does not have to be the rule. Those contact centers who are using call center scheduling solutions to manage agent scheduling often find they experience less absenteeism and illness, as well as lower attrition.

 

Proper call center scheduling means more than ensuring the contact center has the right number of agents working at a given time. First, the contact center must adequately forecast call volume according to current campaigns, season and other factors. Second, the contact center must take into account the skills and capabilities of each contact center agent to be sure they are scheduled according to need.

 

To ensure proper call center scheduling, the center must also consider breaks, calls times, training, coaching, etc. and schedule around these activities. A failure to do so will unnecessarily overload agents working within a given shift, increasing stress and degrading the quality of service given to each customer.

Top performing contact centers understand that call center scheduling plays a large role in the success of the agents and the center as a whole. A leading practice in call center scheduling today is welcoming contact center agent participation in scheduling and even self-service.

These contact centers are investing in scheduling tools that place the entire scheduling process online, allowing staff to quickly and easily access schedules, request time off, bid for and swap shifts and even enter preferences for such things as days off and start times. While such practices do not place total scheduling control in the hands of agents, it does welcome their input which is proven to increase satisfaction and adherence to schedules.

Contact centers put schedules in place to ensure that they are able to fulfill the role for which they were created – to support the customer. When schedules are not adhered to, the customer is more likely to receive a lower quality of support. Such lack of support will lead to increased customer churn and a negative impact on the bottom line.

Robust call center scheduling solutions offer applications that incorporate agent interaction to optimize performance. Monet Software offers call center scheduling solutions that empower the contact center and its staff to schedule according to needs. In doing so, the center is able to increase efficiency and productivity, ultimately benefiting the bottom line.