Workforce Management Feature Article
March 11, 2011
Monet Software Offers Tips for Call Center Scheduling
By Susan J. Campbell, TMCnet Contributing Editor
Call center scheduling – it is perhaps one of the most stressful of all the call center manager’s tasks, and yet it is also one of the most important. Once an accurate forecast has been determined, the call center manager then has to select the right candidates for the right shifts according to their availability, skill level and knowledge. It can be a complicated dance to determine the best scheduling arrangement to deliver the most value for the call center.
In this recent Monet Software blog, the company examined the task of call center scheduling and how call center managers might best approach it to deliver the best results. An important focus in this piece was not so much on the performance of the center, but on the value of its agents. Call center managers know they need to be able to keep their top talent and that begins with proper call center scheduling.
Monet Software recommends that call center managers accommodate scheduling needs while also providing scheduling visibility to all call center team members. It is important to remember that accurate call center scheduling does not just impact the center, but also its agents. And, top agents are much more likely to remain loyal and productive if they believe their employer is aware of and respects their needs.
To create a process of call center scheduling that protects the talent base while also delivering the results the center needs in overall performance, Monet Software recommends that the call center manager involve his or her agents in the call center scheduling process. Managers should survey their agents to capture preferences and personal needs and work around them to match along with the needs of the business.
Call center managers can also benefit from ranking their agents. When call center scheduling is completed according to agent rank, the result can be very effective in that it more accurately aligns the call center with the goals of the business. Managers can rank agents according to call completion time, call per hour and even other performance measures that include sales and order size.
Finally, Monet Software recommends that call center managers match personalities among their team in their call center scheduling. Studies completed in this area have found that good relationships with colleagues can help to drive motivation and performance in the call center environment. When the right people are matched together, success is guaranteed.
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 Chris DiMarco