Call Center Scheduling Feature Article
February 26, 2009
Automated Call Center Scheduling Streamlines Customer Service
By Susan J. Campbell, TMCnet Contributing Editor
The task of properly scheduling for the call center has grown into a complicated dance of finding the right balance between forecasted volumes, available agents with specific skills, customer location and preferable contact method and so much more. Without the ability to identify these things and account for them in scheduling, call center managers may never achieve ultimate efficiency.
No two call centers are exactly alike. One center may cater specifically to customers in the UK and therefore they must be fully staffed during the heavier contact hours for those customers. Another center may cater specifically to customers in Canada, but their typical customer prefers to interact with the center via e-mail while on the go instead of making a call.
Call center managers juggle a variety of variables when trying to schedule for the call center and mismanaging those variables can lead to an overstaffed or understaffed call center that does not run efficiently and generates a negative vibe. Such an environment can lead to degradation in service and increased employee turnover.
Automating the call center scheduling process with help from Monet Software allows the call center manager to focus on the customer experience, trusting that the scheduling is being handled by an expert.
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