Call Center Management Featured Article
Call Center Management Focused on Schedule Adherence Drive Performance
Forecasting and scheduling – two tasks demanded of your call center management, yet two tasks that can also be loathed by the same staff. Properly forecasting for new campaigns and even repeat performances based on historical data can only get them halfway there, while scheduling and ensuring adherence can be a whole new challenge to overcome.
Such topics were the focus of a recent Monet Software blog in which the call center management solutions provider recalled a 2009 workforce management survey. In this survey, Monet Software asked call centers – not Monet Software customers – to share information regarding their forecasting and scheduling activities. One question in particular pertained to schedule adherence.
Monet Software researchers were surprised that 50 percent of those questioned did not monitor schedule adherence. By avoiding this call center management practice, inefficiencies were common, including increased shrinkage and declines in service levels. The good news is that Monet Software has decided to share some important tips on managing adherence within the call center. For those with call center management responsibilities, this insight can not only improve performance, but also reduce the pressure within the call center atmosphere.
First, it’s important for those in the call center management role to inform and educate. Agents need to understand the relevance of schedule adherence, especially how 10 minutes here and five minutes there can impact other agents and the call center as a whole when it comes to performance.
Second, call center management must also be willing to measure and manage adherence with the use of workforce management tools and solutions. This supports tracking activities focused on adherence in real-time, running the necessary reports. These reports can then be shared with agents, providing coaching on performance and opportunities for improvement. Regular feedback is critical in terms of adherence statistics.
Finally, individuals fulfilling the role of call center management must provide incentives. Agents need to be rewarded when they adhere to the schedule, and especially when they make improvements. Recognize these agents within the team and tie bonuses to good scores. Ensure all agents are aware of the consequences for out-of-adherence behavior as this establishes their responsibility toward the overall success of the call center.
Call center management must focus on optimal performance across the center, including forecasting and scheduling. Cost efficiency is a key focus for any organization and the call center is no exception. With a clear strategy in place for minimizing out-of-adherence in the call center, costs can be minimized and performance optimized – creating the ideal environment for all.
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