Call Center Scheduling Featured Article
Mixing Employee Schedule Flexibility and Optimum Coverage in the Call Center
One of the cornerstones of employee engagement is giving workers flexibility with their schedules to meet their family needs, or even the needs of a second job. Rigid schedules aren’t great for worker relations, and in the somewhat unpredictable call center industry, they’re not great for companies, either. The problem is that flexible schedules can be hard to manage.
Increasingly, there is a broader trend in the workplace with regard to scheduling: more companies are using platforms that allow employees to choose their shifts and enable managers to ensure they have the coverage they need, according to a recent editorial in HR Dive. They can also help companies stay on top of overtime laws and avoid running afoul of predictive scheduling laws that some states and municipalities have adopted, while taking advantage of the “gig economy” of freelancers and temporary employees.
The trick is finding the right balance between flexibility and predictability, according to experts.
“Predictable hours attract and retain talent, improve workplace culture, and reduce turnover,” wrote HR Dive.
Forty percent of hourly workers have schedules that change with less than a week advance notice, according to a 2018 University of California study of over 27,000 workers. "Unstable" scheduling occurs in many industries, but is particularly common in the retail industry, the study found. It can also be an element of the contact center industry, so a robust solution is critical for call center scheduling.
Call center scheduling platforms like those from Monet Software allow call center managers to make real-time updates to adjust forecasts and schedules for more flexibility. When external conditions change, managers should be able to review the call center metrics, in real time, that will help the business get back on track yet remain conscious of employee schedules and local regulations.
By reviewing forecast versus actual call volume and agent adherence, managers can then re-run forecasting and scheduling based on what is happening in the call center at that very moment. Then, they can update the schedule based on current conditions, and adjust staffing as quickly as possible so customer service is restored to optimum level. With tools like this in place, call center managers are better able to accommodate workers’ needs yet ensure that proper coverage is maintained.
Edited by Maurice Nagle