Call Center Scheduling Featured Article
Why Call Center Scheduling Relies on Workforce Management
The absentee worker – it’s a challenge for every manager in every situation. The plan has been set, the forecast in place and then one or more individuals won’t be available for work that day. Whether the individual is sick, fired or just out for training, the reality is something has to happen with the call center scheduling to ensure performance metrics can be met.
This challenge is not unusual in the larger call center environment. If a spreadsheet was used to schedule the staff for that shift, panic may set in as the manager tries to determine the best strategy to fill in the gaps. If a robust workforce management solution were in place, the panic may never need to be a problem.
Monet Software recently published a blog on this very topic as call center scheduling is at the top of the priority list for the call center manager. The company suggests that a robust workforce management solution with a feature for exceptions can help streamline the tracking process on any no-show employees. Once the missing agent has been noted in the system, the list of employees assigned for the day or the shift is automatically adjusted accordingly.
The same functionality is designed to cover agents who miss a part of their shift. This may be the individual who had to come in late due to a doctor’s appointment or had to be away from the phones due to a training session. It also addresses the necessary changes that take place when an agent is simply late and tells no one.
For the agents who don’t have this problem but instead like to work late when the demand calls for it, their efforts are recorded in the platform as well. When this information is captured automatically, call center scheduling is less of a chore and the information captured can be used to make key decisions moving forward.
Consider the data generated everyday through call center scheduling habits. It’s not just about staffing, it’s also about measuring the productivity of the staff and the entire center. It’s about making sure the records are accurately reflecting the number of agents taking calls at any given moment of any specific day. When the system gets these numbers right, forecasts and schedules are easy to produce and match for accuracy.
The goal in any call center is to deliver an excellent experience for every customer through all interactions. If the tools put in place don’t support this goal, the outcome is sure to fall short of expectations.
Edited by Stefania Viscusi