Ensuring Proper Call Center Scheduling

Though call center managers can attempt to forecast call volumes within the call center, 100 percent accuracy is not always guaranteed. So, how can management properly schedule agents so that no call goes unanswered? Here are a few tips to ease call center scheduling frustration.

A cross-trained agent has the ability to cover more than one queue. If one agent can cover multiple queues, this can help with coverage and allows cross-trained agents to be moved around to areas with higher call volumes.

In a call center, peak volumes can occur during lunchtime, when there may be a block at midday when call volumes spike, so scheduling lunches at the lowest possible volume times is the best option. Consistent forecasted brackets of high volumes are when the most agents must be scheduled to ensure all calls are answered and all agents get the breaks needed.

Having agents on call is always a smart move in any call center. Holidays, upcoming company promotions, recalls, etc. lead to spikes in calls so having backup agents readily available is a great safety net.

The inbound callers needing assistance are in control of scheduling, and agents must understand management has to work around this. Without people to address calls and concerns, the call center cannot operate. Make sure agents understand this process upon getting hired so there is no confusion down the line.

Call center statistics available via software will offer insight into the busy times, call lengths, unanswered calls, and the most productive agents. This will better assist will call center scheduling, especially if the best workers are in the queue during the busiest times. Reassurance and efficiency are two of the keys to call center scheduling.

Edited by Ken Briodagh