Call Center Scheduling Featured Article
February 12, 2009
Call Center Scheduling Solutions Improve Overall Call Center Operations
There is a delicate balance that must be achieved within the call center to ensure that the proper number of agents are scheduled for a given time period. While call center managers must properly forecast for call volumes in both peak and non-peak times, he or she must also take into consideration cost of operation.
When scheduling for the call center, managers have a dollar budget within which to operate. This budget includes a certain amount of money allocated for waiting time, customer abandonment and call center agents. While not always hard costs, these areas can significantly impact the bottom line if they get out of control.
An automated program that estimates the acceptable level of customer waiting time during a specified call period can help the call center manager to determine the number of agents necessary to have on staff to maintain that level. Such a program can also allow for acceptable margins of error within the specific wait time.
Managers working within the call center have a lot to juggle to keep the center running as efficiently and productively as possible. To ensure proper scheduling, these managers must understand each agent’s skills and what they contribute to the organization and each agent’s availability.
Beyond the agent, call center managers must also schedule according to demand within the call center, scheduled training and coaching sessions, unplanned sick days, breaks, and so much more. At the same time, the call center manager must be able to bring in a full staff at any given time if volume were to suddenly increase.
Call center scheduling done through an automated program can also be tested in a simulation model. This process allows the call center manager to implement certain variables into the model – such as acceptable wait time; anticipated call volume; agents available; etc. – to simulate a given week and understand the associated cost.
Call centers are finding their budgeting tightening more than ever before and this puts more pressure on the manager and agents to perform. With such an increase in pressure, solutions that help to streamline operations can be a welcome change. Monet Software is one company that can deliver such a solution.
Monet Software offers call center scheduling solutions that allow the call center manager to stay focused on running the center. Monet’s automated solution helps to eliminate human error and account for every detail that can throw off an otherwise effective schedule.
Beyond the agent, call center managers must also schedule according to demand within the call center, scheduled training and coaching sessions, unplanned sick days, breaks, and so much more. At the same time, the call center manager must be able to bring in a full staff at any given time if volume were to suddenly increase.
Call center scheduling done through an automated program can also be tested in a simulation model. This process allows the call center manager to implement certain variables into the model – such as acceptable wait time; anticipated call volume; agents available; etc. – to simulate a given week and understand the associated cost.
Call centers are finding their budgeting tightening more than ever before and this puts more pressure on the manager and agents to perform. With such an increase in pressure, solutions that help to streamline operations can be a welcome change. Monet Software is one company that can deliver such a solution.
Monet Software offers call center scheduling solutions that allow the call center manager to stay focused on running the center. Monet’s automated solution helps to eliminate human error and account for every detail that can throw off an otherwise effective schedule.
While not all software offerings fit in every scenario, Monet Software Call Center Scheduling solutions can lend to increasing efficiency to the point that the investment can quickly pay for itself.
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