Flexibility Equals Strength in a Call Center Schedule

Last week we discussed the need for real-time adherence monitoring within a call center schedule process. Proper usage thereof can translate into a better understanding of your needs and customer service. The use of adherence monitoring can also let call centers be more flexible when dealing with staffing gaps, but even more useful to these scenarios is the utilization of a flex workforce whose specific job is to cover the shifts others will be missing.

But how does one find a workforce willing to work odd hours and has the skills set needed to cover missing agents? Monet Software, a company that specializes in call center scheduling software has a few tips for the call center manager who wants to inspire a workforce to be more flexible.

First they recommend that you ask your agents about their needs and inform them about the call centers staffing concerns. In larger centers you can use surveys to find out about preferences and personal needs, in smaller centers you can use a less formal method maybe address the need at a weekly meeting or through an email. With this information, you can better match agent needs with the needs of the whole call center.

After determining what the needs of the call center are, managers can use the intelligence to find ways to create some more flexibility in the schedule. Based on the center needs you might need to have some more flexibility, especially in the early hours and late hours. To entice your workforce to take up these odd hours you can offer a bonus program for being flexible, can reward the willingness of an agent to compromise with preferential scheduling treatment while gradually add a new more flexible workforce.

Utilizing these staffing strategies will allow call centers to remain nimble when facing unexpected scheduling conflicts and gives incentive for your agents to help your scheduling needs.

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