Efficient Call Center Scheduling and Errors to Avoid

?

Having an efficient call center schedule is vital to ensure the highest in productivity while avoiding the inevitable missed or dropped calls. Though forecasting is a great way to predict how many agents are needed per shift, leaving room for the unpredictable is essential. Unfortunately, management can still fall short in certain areas. Here are some ways to avoid scheduling mishaps.

A flexible schedule is extremely important. Though many agents appreciate and thrive on rotating shifts, flexibility can offer an added element of productivity. Instead of a start time being exactly at 10am, try scheduling for 10:15am; the extra 15 minutes will allow the other agents to wrap up their shifts, giving oncoming agents a chance to adjust. Less rushing and more comfort go a long way.

Yes, many job seekers are looking for full-time employment, but too many full-timers can cause overstaffing. However, employing part-time agents will alleviate that issue while filling in the peak call times. Part-timers are also extremely useful during holiday times to avoid hiring “green” seasonal help.

Installing the best in WFM software cannot be neglected. It helps with scheduling everything, including lunch breaks. When agents work together 40 hours a week, bonds form and they may ask to break together. That can become impossible with scheduled lunches, so consider incentives. Allow them slight flexibility when building their weekly schedules as somewhat of a compromise, or bring breakfast once a week so it can feel like they are eating with friends while still on the clock.  

Overtime is a quick-fix and though it may be a necessary evil, with all of the WFM software and forecasting that can be done, it should happen rarely, if ever. It is extremely costly for businesses, so consider alternatives. Staff appropriately, but with the popularity of remote workers, have a few on call in case call volumes spike. It costs a lot less to have one or two hop on their computers for an hour or two, as opposed to paying overtime costs.

Finally, never assume it will be a struggle to get the best call center agents to work on weekends and weeknights. Some agents are in school during the day or can only get child care in the evenings. Do not forget those who are night owls versus morning people. In reality, filling those “undesirable” shifts can be less stressful than initially imagined.

What scheduling changes does your call center need to make? 

Edited by Erik Linask