Call Center Scheduling Featured Article
January 04, 2010
Web-based Call Center Scheduling: Tearing Spreadsheets to Shreds
Organizations everywhere are gaining new labor efficiencies through the deployment of workforce management solutions. These powerful software applications -- which are increasingly available via the software-as-a-service model -- are rapidly replacing spreadsheets and other manual systems used for scheduling employees in a wide range of “workforce-oriented” industries, such as banking, retail, manufacturing, warehouse, restaurant, call center and more.
While some vendors offer all-encompassing WFM software suites used for scheduling employees for a wide range of positions across different departments, divisions and subsidiaries, others gear their solutions for specific job functions. On-demand workforce management software provider Monet Software caters specifically to the call center market. The company’s on-demand call center scheduling software, Monet WFM Live, is available for a low monthly fee via the software-as-a-service model. The solution, which offers features and capabilities which are specific to the call center, has helped numerous organizations reduce their call center operating costs.
Today’s Web-based call center scheduling solutions (aka WFM solutions) offer capabilities that go far beyond what spreadsheets can deliver. First and foremost, they sport advanced analytics that allow call center managers to forecast, with a high degree of accuracy, how many agents will be needed for any given shift. This is achieved through integration with the call center ACD and other databases. Through this integration, which is simple to carry out, the call center scheduling software can apply algorithms to the historical call data to arrive at accurate forecasts for future volume (for example, if you run a seasonal business, the software will take into account what call volume was the previous holiday season).
Today’s call center scheduling software can also be programmed to account for one-time internal external events that can directly impact call volume in the short-term – such as a recently launched promotion, the airing of a new infomercial, or the introduction of a new product. With their advanced analytics capabilities, today’s call center scheduling systems do more than just improve schedule adherence and reduce shrinkage, they actually serve as short- and long-term strategic planning tools.
Another key advantage today’s call center scheduling solutions have over spreadsheets is that they offer increased flexibility, including real-time reporting capabilities that allow managers to make intra-day adjustments to the schedule based on changing conditions. Call center managers must be able to compare actual workload to the forecast -- and actual number of staff on the phones to the schedule plan -- and they need to see these changes in real time in order to make necessary adjustments to meet service goals.
Yet another important distinction today’s call center scheduling solutions have over spreadsheets is Web-based administration – which means the call center manager has full control over the schedule via a single Web-based interface that can be accessed from any computer with an Internet connection. What’s more Monet Software offers a Web-based supervisor/agent portal that allows agents to “swap” and/or “bid on” shifts, sometimes without manager approval, thus providing a level of scheduling flexibility that spreadsheets simply cannot deliver.
While some vendors offer all-encompassing WFM software suites used for scheduling employees for a wide range of positions across different departments, divisions and subsidiaries, others gear their solutions for specific job functions. On-demand workforce management software provider Monet Software caters specifically to the call center market. The company’s on-demand call center scheduling software, Monet WFM Live, is available for a low monthly fee via the software-as-a-service model. The solution, which offers features and capabilities which are specific to the call center, has helped numerous organizations reduce their call center operating costs.
Today’s Web-based call center scheduling solutions (aka WFM solutions) offer capabilities that go far beyond what spreadsheets can deliver. First and foremost, they sport advanced analytics that allow call center managers to forecast, with a high degree of accuracy, how many agents will be needed for any given shift. This is achieved through integration with the call center ACD and other databases. Through this integration, which is simple to carry out, the call center scheduling software can apply algorithms to the historical call data to arrive at accurate forecasts for future volume (for example, if you run a seasonal business, the software will take into account what call volume was the previous holiday season).
Today’s call center scheduling software can also be programmed to account for one-time internal external events that can directly impact call volume in the short-term – such as a recently launched promotion, the airing of a new infomercial, or the introduction of a new product. With their advanced analytics capabilities, today’s call center scheduling systems do more than just improve schedule adherence and reduce shrinkage, they actually serve as short- and long-term strategic planning tools.
Another key advantage today’s call center scheduling solutions have over spreadsheets is that they offer increased flexibility, including real-time reporting capabilities that allow managers to make intra-day adjustments to the schedule based on changing conditions. Call center managers must be able to compare actual workload to the forecast -- and actual number of staff on the phones to the schedule plan -- and they need to see these changes in real time in order to make necessary adjustments to meet service goals.
Yet another important distinction today’s call center scheduling solutions have over spreadsheets is Web-based administration – which means the call center manager has full control over the schedule via a single Web-based interface that can be accessed from any computer with an Internet connection. What’s more Monet Software offers a Web-based supervisor/agent portal that allows agents to “swap” and/or “bid on” shifts, sometimes without manager approval, thus providing a level of scheduling flexibility that spreadsheets simply cannot deliver.
Also giving today’s Web-based call center scheduling solutions an advantage over spreadsheets is their ability to schedule agents based on their unique skill sets. For example, if you’re contact center handles email and Web chat, in addition to phone calls, but you only have a certain number of agents who are trained to handle those contacts, then you’ll need to ensure that you have the proper number of those agents on hand to handle the volume. A call center scheduling system can analyze your historical Web chat data and arrive at an accurate forecast to help you staff accordingly.
Here are a few other “basic” things to consider when comparing spreadsheets with Web-based call center scheduling solutions:
--With a spreadsheet, you are limited to a fixed schedule, which can lead to higher attrition and/or overstaffing. Whereas with a Web-based call center scheduling solution you have total flexibility -- you can easily manage start, end and break times, which can drastically reduce agent idle time and improve service levels.
--With a spreadsheet, you can’t automatically incorporate call history to arrive at a forecast – you have to do it manually. Not only is this time consuming, you generally end up with less accurate forecasts. Whereas with a call center scheduling solution you get real-time and historic ACD call history with accurate forecasting and the ability to make quick schedule adjustments.
--With a spreadsheet it’s difficult to mange agents based on their specific skills sets, mainly because it’s difficult to account for which agents have which skills. That means you can end up overstaffed with agents with certain skill sets, understaffed with others. Whereas with a call center scheduling solution you can schedule agents automatically based on their skills, resulting in more efficient staffing and higher service levels with fewer agents.
--With a spreadsheet, tracking and schedule adherence are next to impossible: You are limited to “spot checking” only. This leads to higher shrinkage, missed service levels and over/under staffing. Whereas with a call center scheduling solution you get real-time adherence monitoring and analysis, which in turn can reduce shrinkage by 15 minutes per agent per day, as well as improved service levels.
--With a spreadsheet, you can’t account as easily for staff exceptions and desires. This, in turn, can result in lower agent motivation and higher shrinkage. But with a call center scheduling solution, you get automatic consideration of exceptions, which keeps agents happy and boosts productivity.
--With a spreadsheet, you’ll spend more administrative time handling the scheduling process. This takes away time from more important activities like monitoring and coaching. With a Web-based call center scheduling solution you can save up to 25 percent of the time you spend creating schedules.
For more information about Monet Software’s Web-based call center scheduling solutions, click here.
Here are a few other “basic” things to consider when comparing spreadsheets with Web-based call center scheduling solutions:
--With a spreadsheet, you are limited to a fixed schedule, which can lead to higher attrition and/or overstaffing. Whereas with a Web-based call center scheduling solution you have total flexibility -- you can easily manage start, end and break times, which can drastically reduce agent idle time and improve service levels.
--With a spreadsheet, you can’t automatically incorporate call history to arrive at a forecast – you have to do it manually. Not only is this time consuming, you generally end up with less accurate forecasts. Whereas with a call center scheduling solution you get real-time and historic ACD call history with accurate forecasting and the ability to make quick schedule adjustments.
--With a spreadsheet it’s difficult to mange agents based on their specific skills sets, mainly because it’s difficult to account for which agents have which skills. That means you can end up overstaffed with agents with certain skill sets, understaffed with others. Whereas with a call center scheduling solution you can schedule agents automatically based on their skills, resulting in more efficient staffing and higher service levels with fewer agents.
--With a spreadsheet, tracking and schedule adherence are next to impossible: You are limited to “spot checking” only. This leads to higher shrinkage, missed service levels and over/under staffing. Whereas with a call center scheduling solution you get real-time adherence monitoring and analysis, which in turn can reduce shrinkage by 15 minutes per agent per day, as well as improved service levels.
--With a spreadsheet, you can’t account as easily for staff exceptions and desires. This, in turn, can result in lower agent motivation and higher shrinkage. But with a call center scheduling solution, you get automatic consideration of exceptions, which keeps agents happy and boosts productivity.
--With a spreadsheet, you’ll spend more administrative time handling the scheduling process. This takes away time from more important activities like monitoring and coaching. With a Web-based call center scheduling solution you can save up to 25 percent of the time you spend creating schedules.
For more information about Monet Software’s Web-based call center scheduling solutions, click here.
Patrick Barnard is a senior Web editor for TMCnet, covering call and contact center technologies. He also compiles and regularly contributes to TMCnet e-Newsletters in the areas of robotics, IT, M2M, OCS and customer interaction solutions. To read more of Patrick's articles, please visit his columnist page.
Edited by Patrick Barnard