Call Center Scheduling Feature Article
November 19, 2008
Effective Call Center Scheduling Creates Optimal Environment
By Susan J. Campbell, TMCnet Contributing Editor
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.
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