Call Center Scheduling Feature Article
July 12, 2010
Shiftboard Launches Scheduling Solution to Satisfy Demands of Global Call Center Industry
By Carolyn J Dawson, TMCnet Contributor
Shiftboard, Inc. is a well known provider of online and mobile scheduling software. Recently, the company launched
a new scheduling solution intended to satisfy the dynamic needs of the call center industry. The vital features of Shiftboard's scheduling software such as self-service scheduling are added in the solution. This enables call centers to have coverage 24/7 in order to satisfy call demand across various continents.
Today, one of the biggest expenses for companies is the recruitment process. It is a real challenge to fill a large number of vacant positions, because call centers are spreading out rapidly over large geographic areas. At present, there are many choices for telecommunication options which has resulted in many call centers transitioning from huge, single-site settings to smaller, distributed locations. Today, a lot of call centers have started to hire virtual call agents that work from their homes globally.
In a release Bryan Lhuillier who is the chief product and technology officer at Shiftboard said that 'Shiftboard's call center scheduling solution was built to meet the needs of an industry that has undergone a significant transformation in the last decade. With their highly distributed global workforces, today's call centers can no longer tolerate the rigid and costly scheduling software of years past. With this announcement, Shiftboard has introduced a highly scalable, cost-effective solution that meets the needs of single location and globally distributed call centers.'
The solution integrates break-time and a constraint-based break time shuffling capabilities, thereby helping call center managers to schedule coverage more precisely and guarantees answering of call.
By utilizing Shiftboard, Call Center Managers perform the following:
View the latest, 24-hour schedule that accounts for break times
Assess working efficiency for the existing call volume
Adjust employment in real time to sustain service level
Facility to communicate with large number of employees, regardless of their location
By utilizing Shiftboard, Call Center Agents perform the following:
Access, administer, trade, and update their schedules regardless of time and location
Receive notifications of open shifts or requirement for additional agents in real time
Provision of self-schedule which depends on the specific skills and training
Pick up an open shift in real time
Carolyn John is a Contributor to TMCnet. To read more of her articles, please columnist page.
Edited by Juliana Kenny
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