Call Center Scheduling Featured Article
Atlanta Under Pressure to Address 911 Call Center Staffing Issues
Overburdened, understaffed and overwhelmed are just some of the ways call centers across the nation have described conditions since the onset of the Coronavirus pandemic.
Municipal and emergency response centers are some of the most important operations to address. As these concerns have arisen many local governments are stepping in to help ramp up hiring and staffing efforts but in many cities the problems are still very much there.
In Atlanta, the city's 911 call center has been reported by local news outlets to be grappling with worker shortages and employees are getting burnt out and morale is low in addition to lines being tied up but non critical calls.
There are dozens of open positions and the city has said it will be working toward ramping up the staff quickly as well as addressing calls like property alarms causing a delay in response times for calls that are more serious coming in.
Call center scheduling is an important function because it helps managers to predict, plan and schedule the appropriate and skilled agents required during operational hours.
Many intuitive and advanced software solutions can also provide these centers with the ability to easily scale up during peak times and better plan necessary breaks and vacations for staff so they don’t feel overburdened and overworked and can feel in control of their work schedules and time off requests.
Edited by Luke Bellos