By Susan J. Campbell, Call Center Scheduling Contributing Editor

The number of elements that must be managed efficiently to run a smooth call center can seem daunting if each were to be examined separately. It would be even more overwhelming if each of these processes had to be managed and executed manually. The result would likely be a disorganized mess and unhappy customers.


To drive efficiency and deliver the best possible experience for all customers, call centers employ a variety of automated processes. In doing so, the call center allows for the supervisor’s time to be more effectively spent supervising employees and coaching those who need help instead of struggling with such administrative duties as scheduling.

Before the advent of automated call center scheduling solutions, call center managers often relied on manual processes to properly schedule for the anticipated call volume within the center. This process often involved the use of spreadsheets that would list the employee’s availability, the number of agents needed within a given timeframe and the projected number of calls to be handled each hour.

 

Now, it is plausible that the spreadsheet accounted for other variables, such as necessary coaching and training sessions, employee break times, requested vacation days, agent skills versus scheduling availability, projected volume according to type of call or contact and so much more. However, the mere thought of juggling so many variables within one spreadsheet or even several integrated spreadsheets can generate panic.

The problem with relying on spreadsheets for effective call center scheduling management is the probability of change within the center. Even if every cell is assigned a formula to account for changes in the spreadsheet as a whole, it still creates opportunity for oversight.

Such an oversight can create either too many or not enough agents at a given time which can cause problems within the environment and for customers on the other end of the phone. It is also difficult to right the flow of the call center once the scheduling has been upset. Correcting the issue takes more of the supervisor’s time and problems can arise when agents are notified they need to work during a time they had originally planned to be off.

Monet Software offers an automated call center scheduling solution that is designed to account for all variables within the call center. Those charged with scheduling call center agents simply need to feed the information into the program and allow the automated system to schedule agents according to need, availability and skill.

 

Turning to a proven provider in the call center scheduling space, such as Monet Software, removes the human error associated with spreadsheet scheduling. Agents can access the system to request time off and look ahead to future schedules while managers focus on training, coaching and other initiatives to improve the performance of the center.