How Call Centers Can Prepare for the Unexpected

It is definitely not uncommon for random occurrences to happen throughout the workday. They can throw a perfectly forecasted schedule off course, leaving management in a scramble. Intraday management includes staffing, exception management, change requests, and management reporting, according to Monet Software.

Forecasting is a great way for management to prepare for the day ahead but, there are often situations that cannot be predicted. The moment the day gets thrown off course is the moment everything can be headed for chaos, ultimately affecting customer service scores. Monet is keen on planning for the unexpected.

There are four key Best Practices aimed to enhance intraday management tools:

• Reforecast
• Optimize breaks and lunch on the fly
• Schedule change and reminder alerting
• Monitor RTA

When management reforecasts, it allows them to factor in changes that have occurred to make the rest of the day is smooth(er) sailing. This may mean calling in additional agents or recruiting a third-party center, or increasing its use if an existing relationship is in place. Use the means at hand for a seamless rest of shift.

Breaks and meals are scheduled in at the beginning of day but, if call volumes spike or agent absenteeism is unexpectedly high, these breaks may have to be reworked. It is imperative that agents are in seats to answer calls, so reassigning will need to be done. As long as the agents understand the reasoning and are truly team players, everything should flow fine.

Agents need to stay in the loop for schedule changes because they are the ones most impacted. It is suggested to have a WFM solution in place so an alert pops up on the screen letting them know of the schedule change, so they are able to make proper arrangements.

Finally, alerts can allow agents know if the calls are taking too long or if they need to switch queues – all in real time. The alerts can also make agents aware of upcoming promotions or if it is time for them to prepare to leave for the day.

Monet WFM Live is one automated solution that offers a graphical display of agent schedules. Management can easily assign breaks with adjustment options to accommodate intraday changes. The end goal is to achieve all of the service goals while delivering the ultimate in customer service.


Edited by Erik Linask