Call Center Scheduling Benefits from Flexible Shift Model

In the process of trying to effectively manage the call center, perhaps one of the most challenging of all the tasks assigned to the manager is that of call center scheduling. Not only does this individual need to properly forecast anticipated volume, he or she must also determine which agents are available for particular shifts, how their skills fill these voids and how best to account for both planned and unplanned absenteeism.

With so many variables, call center scheduling can be nothing short of exhausting. The good news, however, is that there are key tips that can be followed to streamline the process and drive closer to successful scheduling. A recent Monet Software blog focused on such efforts, suggesting that the call center manager implement a flexible call center scheduling model to drive the most success.

The blog made note of the new challenges that are facing the call center in these more trying economic times. Every call, every interaction and every dollar counts and call center managers don’t have a lot of room for error in call center scheduling. With Monet Software’s best practices for call center scheduling, the call center manager can be sure that the center runs efficiently, maintains service levels and the customer base, while also growing revenues.

To best optimize call center scheduling activities, the call center manager can focus on the flexible shift model. This approach to scheduling not only accounts from the call and arrival patterns that can vary from day to day, but also those fixed activities – such as starting times, lunch breaks, end times, etc. – that occur every week. Without a proper balance of the two, the call center will either be overstaffed or under staffed, both of which have negative outcomes. And, while the flexible shift model may be an obvious choice given the benefits, the bigger challenge may be in the implementation.

Monet Software’s Tips for Call Center Scheduling

When it comes to call center scheduling, there are some tips provided by Monet Software that can assist in your flexible shift model implementation. First, you should inform and ask your agents. They will feel a more important part of your overall efforts if you engage them in the process. Once you have their buy-in, gradually implement the flexible shift model by introducing just some of your agents, such as new hires, before rolling it out across the organization.

You can also offer a bonus program and provide financial incentives for start-time flexibility. Then, as you conduct your hiring practices, add new agents that are flexible and can work within your call center scheduling model. Over time, you should be able to move the whole center to a flexible shift model. In doing so, you can increase service levels by 1 to 2 percent, while also delivering similar savings in terms of personnel costs.

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