Call Center Management Featured Article
September 23, 2010
Scheduling Activities and Driving Flexibility in the Call Center
Call centers are complicated environments and it is not always easy to schedule for activities both during and outside of calls. The organization that wants to make the most of all employee time will categorize all activities based on the impact of those activities on the service level. The next step is to build a schedule based on these categories.
In a recent blog piece, Monet Software shared some advice on how to make this happen and produce results within the call center.
When it comes to activities, all those that directly impact the service levels delivered by the center must be scheduled first. This can include work related to the incoming call load and the actual calls. This can also include outbound calls and activities that are triggered by the calls. Other activities that are directly related to inbound calls – and the ability to take them – include breaks, lunch, training, absenteeism, etc.
Activities that are more flexible in nature and do not directly affect the service level can be scheduled next. These activities are generally based on the availability of the agent and can include meetings, admin or research work, correspondence, e-mail, outbound calls, etc.
As much as the call center wants all time to be productive, there are still some activities that exist that are truly unproductive. Sometimes they are necessary, however, and must be added to the schedule as a buffer. These activities can include smoking, bathroom breaks, getting supplies, etc.
While taking such an approach can help to drive flexibility in the call center, it is also a challenge to achieve optimal efficiency when scheduling for full and part time, as well as flex workers. Flexibility is important and in this blog, Monet Software provides insight into success in driving flexibility.
First, it is important to ask agents about their needs and also educate them regarding the needs of the center. Large centers may use surveys to learn about preferences and personal needs, while a smaller environment can use a less formal method. This information does enable the call center to better match agent needs with the needs of the whole call center.
Second, the call center should look for ways to be more flexible. To accomplish this, the call center can offer a bonus program for agents who can be flexible; provide financial incentives for agents to be flexible in their start time; and gradually add new agents that are more flexible to the environment.
Monet Software is a company proven to deliver value to the call center. In taking these nuggets of advice, the call center can more to a more flexible and productive environment that is not only good for the agents, it is also good for customers.
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