Call Center Scheduling Featured Article
Enforcing Adherence with Call Center Schedule Monitoring
Adherence to a call center schedule is one of the biggest challenges for a call center manager to deal with. One can have the finest call center in the world but if they’re unable to get agents to come in on time then it’s all for naught. In a recent survey and study by ICMI one of the top challenges mentioned by call center managers was “consistent adherence to schedule”. In another study by DMG, over 30 percent of call center managers indicated that agent adherence is a key challenge.
The easiest answer to curbing this issue is of course monitoring. Since you can’t manage adherence if you’re not measuring it in the first place schedule monitoring is absolutely essential. There are a couple ways to approach this deal.
There’s the option of real-time adherence, which allows managers to view their workforce and their time adherence in real-time. When agents are on the phone, when they’re on break and when they go home for the night. While this option offers a good aerial view of your staff it can sometimes be difficult to keep an eye on all your agents at once.
Adherence reporting on the other hand maintains the schedule times on a week to week basis and allows managers time to review and digest the time tendencies of multiple agents. While this method does not offer support in real time it does offer a more analytical look providing managers with more areas to drill down in. Monet’s hosted WFM software solution incorporates both to significant results.
Monet provides essential visibility into the data needed for effective decision-making through integration with an ACD or PBX (News - Alert). Analyses of agent work history data from ACD systems are used to calculate a precise forecast for future call volume, agent requirements and average handling time for any time interval of the day, based on service level goals. The built in WFM Live on the other hand continuously monitors and records the real-time status of the workforce showing those agents who are on the phone and those who are not, so quick corrective action can be taken to streamline workflow processes. Monet's adherence screens display when agents are available for calls and when they take their lunches and breaks, based on predetermined schedules.
Regardless of how you choose to monitor your call center team schedule reporting will go a long way in making sure that your team is doing their best. However the best approach is generally one that incorporates both of these solutions.
Chris DiMarco is a Web Editor for TMCnet. He holds a master's degree in journalism from Quinnipiac University. Prior to joining TMC (News - Alert) Chris worked with e-commerce provider Suresource as a contact center representative and development analyst. To read more of his articles, please visit his columnist page.
Edited by Chris DiMarco