Tips and Tricks to Optimized Call Center Scheduling

Call center scheduling could easily be described as one of the most challenging aspects of running a successful call center. Call center managers have to be sure they not only schedule according to forecasted call volumes, but also according to agent availability and skill set. When time off requests, training and other scheduled events must also be accounted for, call center leaders truly juggle a variety of scheduling pressures to get it right the first time.

One of the reasons call center scheduling presents so many challenges is simply because it has such a high place of importance in the overall performance of the call center. If the center is poorly staffed, customers have to wait longer to get to the right agent and poor customer satisfaction results. If the center is overstaffed, agents sit around with little to do and the organization is paying for time wasted. The overall morale of the center is truly based in proper call center scheduling.

This recent Monet Software blog highlighted the importance of call center scheduling and the connection between optimized schedules and a satisfied team. When the team is satisfied with the schedule and their assigned shifts, the call center is much more likely to produce happy customers. The optimized schedule and a happy team are easier said than accomplished, but Monet Software offers some tips for getting as close to this success as possible.

Call center scheduling can be optimized when managers implement shift bidding. This can include either opened shift bidding every six months, or on a more regular basis, depending upon the needs and the culture of the center. Shift bidding can also be made part of the scheduling process. The implementation of a web-based tool to allow agents and supervisors to collaborate on shift bidding and trading helps to facilitate this activity.

The availability of shift trading is also important in call center scheduling and it can be accomplished without significant administrative work. Agents can easily trade their shifts on a daily basis, assuming that it only happens a few times per month for each agent and according to the rules established by management. A failure to follow some sort of protocol can lead to a scheduling mess, however, so shift trading should be kept to a controlled amount. 

Flexible start- and end-times can also be vital to call center scheduling as it allows agents to come in later or to work longer hours on certain days, according to the needs of the call center and the agent. This process must be administered properly to be sure that hours don’t wind up lost and that the center is still properly staffed according to forecasted volumes.  

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