Call Center Scheduling Featured Article
Reasons Call Center Scheduling Should Be Automated
Every call center manager experiences it – the panic when the volume exceeds the number of individuals available to help. Perhaps it was a campaign that marketing failed to mention, or historical data was mismatched on the dates. Maybe it was an oversight when estimating the number of individuals needed to manage new channels. You hope it never happens, but when it comes to call center scheduling – there’s a lot of variables that can skew the results.
Of course this is the exception and not the rule. Most call center managers can handle the influx of traffic and make the necessary adjustments to ensure all hands on board deliver the expected level of service. The bigger challenge is often the level of efficiency lacking in call center scheduling. If managers are still doing things through manual processes or with tools that aren’t well integrated, the results – and the time spent – may not be optimal.
Bayview Loan Servicing is one organization that experienced efficiency issues in its call center scheduling. The investment management firm needed a way to optimize forecast and scheduling, implement processes for the handling of exceptions, the integration of schedule adherence for all employees and the optimal management of shrinkage. The list of challenges was not unlike that of other organizations, but Bayview wanted improved results and turned to Monet Software for help.
Much like a number of other call centers in its industry, Bayview scheduled its customer relations professionals manually using spreadsheets. There was no workforce management solution in place, so the company couldn’t benefit from its concepts. Plus, call center scheduling centered heavily on strict schedules employees were assigned when they were first hired and there was no formal process for handling exceptions.
To handle these challenges and others, Bayview wanted to find a solution that would support their growing needs, as well as generate accurate forecasts using historical ACD data, process requests for time-off from employees, build agent rosters, automatically assign breaks and assign different levels of access so that the right groups could see the right reports. Monet Software was able to meet these needs as well as deliver easy deployment, the right level of support, acceptable terms and pricing and the opportunity for future growth.
“The extensive reporting capabilities, graphs and charts presented senior managers with the tools they needed to make staffing decisions. We are satisfied with Monet Software and feel that the application has met our requirements,” said Oscar Gutierrez, Contact Center Analyst, Bayview Loan Servicing.
The implementation of the call centers scheduling tools from Monet Software gave Bayview the capabilities they needed to drive efficiency. As a result, the company is much better suited to improve employee outcomes, control the costs associated with customer service activities and manage exceptions through digital options.
Edited by Stefania Viscusi