Call Center Management Featured Article
Optimize Scheduling for All Agents in the Flexible Call Center
The dynamics within the call center can make scheduling for peak and non-peak volume times challenging. In an early TMCnet post, we looked at scheduling activities and driving flexibility in the call center. While a focus on both can help to greatly improve the bottom line, it can be especially challenging to accomplish when the call center employs not only full-time workers, but also part-time and flex-time employees.
In exploring opportunities to drive flexibility within the call center, Monet Software suggests in a recent blog that the center management first ask agents about their needs and educate them about the needs of the center and then look for ways to be more flexible. Opportunities to drive flexibility are generally found in different places, depending upon the environment of the center, yet they do exist. Once they are discovered, the newfound flexibility can be used to optimize the schedule.
First, assume your call center has agents assigned to both full- and part-time shifts, as well as some flex-workers. Next, layer these shift-types and the associated resources to optimize your schedule. For example, your first layer would represent an eight-hour shift and the number of agents required in that shift; the second layer would represent a four-hour shift and the number of agents required in that shift; and finally, the third layer is your flex layer where your agents with flexible start and end times reside.
This process allows you to optimize the time slots that are often the most challenging. These are the times of day that tend to be over- or under-staffed due to an inefficient way of organizing employees and their status. The layering method allows you to ensure you have the agents you absolutely have to have during specific times of the day. You then fill in as needed with part-time and flex-time workers to cover peak call times. Over- and understaffing is minimized through this method, while shift changes are also easy to accomplish.
Monet Software is a company proven to deliver value to the call center environment through robust solutions and real-world best practices. In taking this recommended scheduling principle, your call center can be a more flexible and productive environment that is not only good for the agents, it is also good for customers. And, when your scheduling is done according to flexibility, the overall environment is conducive to optimizing performance.
Keep in mind – scheduling for the call center is a challenge, but one that can be easily overcome with proven solutions.
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