Call Center Scheduling Featured Article
Tips for Improving Call Center Scheduling
While it’s common to group all call centers into one category, the reality is that every call center is actually unique. With that unique environment comes the demand for a unique approach to call center scheduling. How do you determine the best approach for your center? Monet Software has a few tips for you to consider.
This recent Monet Software blog offers great insight into best practices for your call center. Let’s take a look at what the company has to say about your call center scheduling needs:
Call center scheduling activities – do you have particular activities that are unique to your environment? Do you take all activities into account when scheduling, or do you pay attention only to those things you consider measurable? In reality, all activities that take the time and attention of your agents should be included in your scheduling efforts.
Scheduling for holidays – holidays can be a tricky thing to consider when preparing your call center scheduling. Some holidays may be a closed day for your company, rendering it unnecessary to prepare a schedule. If yours is a 24x7x365 center, however, you have to account for holidays and special occasions. Your agents may still want time off and you may need to adjust your hours. Have you accounted for these elements in your call center scheduling?
The flexible approach – have you considered implementing a flexible work schedule into your call center scheduling? Offering your agents the ability to come in earlier or leave later could offer significant flexibility in their work-life balance, while also better accommodating your scheduling needs. It can also boost morale and reduce your out-of-adherence and absenteeism rates.
Shift bidding and trading – your agents have lives outside of work and may need to trade a shift or ask for additional time off. If you have an automated approach to call center scheduling, you could ease this process, while still maintaining control. When you introduce collaboration into the mix, the results can mimic those promised in a flexible work schedule.
Channels and routing – most call centers today must be able to communicate with customers through multiple channels. Your call center scheduling efforts must pay attention to the forecasted needs of these channels, while also accommodating skills-based routing and scheduling. Remember, your needs are unique, demanding a unique approach to your scheduling activities.
While this certainly isn’t a comprehensive list of things to remember in your call center scheduling activities, it is a great place to start if you want to improve your efforts and your environment. Take a look at your current scheduling approach compared with these tips. It’s likely a few changes could quickly improve performance, morale and customer care.
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