Call Center Scheduling Featured Article
Why Automated Call Center Scheduling Beats the Spreadsheet
Scheduling for any corporate environment can be a challenge if the main focus is to serve the customer base through interactions. Customers don’t necessarily maintain standard 8-5 hours during the day, which puts more pressure on the customer service division to adjust to the needs of the customer. A clear understanding of when and how the customer wants to communicate should be included in any efforts toward call center scheduling.
But how often is this used in the real-world setting? According to a recent Monet Software blog, roughly 20 percent of call centers are still relying on spreadsheets for forecasting and scheduling. When this manual process is put in place, these call centers are missing out on the key benefits associated with the efficiency, convenience, functionality and flexibility afforded with workforce management.
Spreadsheets are still a valuable tool to use in certain areas of the business, but not where flexibility, visibility and information in real-time is needed. If the flow of the calls through the call center were on the same volume schedule every single day, the spreadsheet would be the ideal solution. But such a call center doesn’t exist and a more efficient method is needed.
As a provider of call center scheduling solutions, Monet Software offers up a few tips as to how you can optimize performance within your own environment.
Flexibility in the Schedule
In every working environment, life happens. Agents sometimes have to request a change in the schedule to accommodate something going on personally. At the same time, campaigns may change the ebb and flow of call volume, which can throw a wrench into manual call center scheduling. The automated approach helps to eliminate these challenges.
Historical Data
It’s always nice to be able to set call center scheduling according to historical data. In fact, the most accurate forecasts, according to Monet Software, are those that rely on this historical information. It’s much easier and faster to work with historic call data and real-time information in a proven workforce management system.
Adherence Tracking
Keeping all agents on track with their schedule is a challenge, especially with a spreadsheet. Spot-checks are fine, but you really need real-time tracking with an online system. This helps to reduce the over/under staffing, shrinkage and missed service levels that can easily occur with a manual system.
The Forecast
The number of agents you schedule for any given period of time is completely dependent upon accurate forecasts. The more accurate and detailed, the more effective the call center scheduling.
Handling Exceptions
Wouldn’t it be great if all exception considerations were handled completely through an automated process? The speed and efficiency realized are not possible with a manual spreadsheet. The point is to keep agents happy and the center staffed properly – both easier to achieve with the right platform.
At the end of the day, the main focus in the call center is to ensure the optimal performance of all agents according to the need of the center. With the right call center scheduling solution, you can accomplish this with ease.
Edited by Stefania Viscusi