When Call Center Schedules Go Awry

Smart scheduling is necessary to keep the call center flowing properly. Understaffed and there is agent stress and frustration coupled with customer dissatisfaction. Overstaffed equals wasted resources and workers wondering why they are in the call center and not at home. With proper tracking and forecasting, employers and managers can adequately staff. Unfortunately, life is unpredictable and in a call center, how the unexpected is handled sets the stage for the whole shift.

Workforce management (WFM) software can properly readjust the schedule to accommodate any no-shows or call-outs for the day. Additional adjustments to a work day need to be made for impromptu training sessions, meetings, or evaluations.

There is often shift abuse among employees coming in a few minutes past clock in and overextending break time. When that happens, it is up to the already consumed and tasked agents to take on the extra workload. Not every agent has the drive to want to work overtime and complete additional tasks.  

Picking up slack, frustration, and inept scheduling could be the reason why call center agent turnover is so high. It is around 29 percent, which is almost one-third of the workforce but those numbers could go as high as 45 percent.

The Monet WFM Live Exceptions feature includes all possible scheduling snafus from management errors to inefficient agents and anything in between. The feature is automated to record when work begins and ends, altering the work situation to keep customer service rates up. Additionally, the WFM software measures productivity, agent workload, and forecasting for future schedules.

How does your call center address scheduling?

Edited by Maurice Nagle