Call Center Scheduling Featured Article
March 27, 2009
Call Center Scheduling Solutions Challenge Spreadsheets for Dominance
Spreadsheets can be a wonderful thing, designed to make tracking and reconciliation a streamlined process. In the call center, spreadsheets have long helped managers to schedule agents according to forecasted needs. While moving to computerized spreadsheets was a smart move years ago, automated call center scheduling solutions are now making spreadsheets look cumbersome and time consuming by comparison.
It can be argued that smaller call centers are better managed with a spreadsheet approach, as fewer agents can be easily scheduled with this process. On paper, that could appear to be true, but consider these facts:
--The behavior of individual agents has a greater impact on the overall call center performance
It can be argued that smaller call centers are better managed with a spreadsheet approach, as fewer agents can be easily scheduled with this process. On paper, that could appear to be true, but consider these facts:
--The behavior of individual agents has a greater impact on the overall call center performance
--Fewer agents means increased need to multi-task, making skill-based scheduling more complex
--With fewer agents, it is more difficult to correct the schedule once it has been upset by unexpected events
Staffing has proven to be the most expensive resource in the entire call center budget, accounting for 60 to 80 percent of overall costs. As a result, even a one percent increase in productivity can have a significant impact on the bottom line. Therefore, an automated call center scheduling solution can give the manager more time, streamline the scheduling process and improve overall operating costs of the call center.
Monet Software is one provider of call center scheduling solutions that are designed to deliver a far superior scheduling experience as compared to the spreadsheet method. When evaluating flexibility, use of call history, skill-based routing and scheduling; tracking schedule adherence; staff expectations and desires; administrative time and the bottom line, there really is no comparison. Here are the key points that differentiate spreadsheets from call center scheduling solutions:
Flexibility: Spreadsheets appear to make sense in a fixed schedule operation. When this is applied in a call center, there tends to be higher shrinkage and overstaffing as the schedule cannot account for movement in demand or need. An automated solution will offer the flexibility necessary to reduce agent idle time and improve service levels.
Monet Software is one provider of call center scheduling solutions that are designed to deliver a far superior scheduling experience as compared to the spreadsheet method. When evaluating flexibility, use of call history, skill-based routing and scheduling; tracking schedule adherence; staff expectations and desires; administrative time and the bottom line, there really is no comparison. Here are the key points that differentiate spreadsheets from call center scheduling solutions:
Flexibility: Spreadsheets appear to make sense in a fixed schedule operation. When this is applied in a call center, there tends to be higher shrinkage and overstaffing as the schedule cannot account for movement in demand or need. An automated solution will offer the flexibility necessary to reduce agent idle time and improve service levels.
Call History: Call histories can contribute significant value to assessing strategies for moving forward. In a spreadsheet environment, they may not be available and if they are, they tend to be time consuming and produce a less accurate forecast. An automated solution not only improves accuracy, it also allows for quick schedule adjustments on the fly.
Skill-Based Routing: Call centers have proven that routing skills according to skill improves performance and service levels. In spreadsheet environments, such routing is simply too difficult to manage. An automated system allows for the scheduling of fewer agents and creates a higher service level with these agents.
Tracking Schedule Adherence: With spreadsheets, you are limited to “spot checking” for schedule adherence, which can lead to higher shrinkage, missed service levels and over/under staffing. An automated call center scheduling solution allows for real-time adherence monitoring and analysis to reduce shrinkage and improve service levels.
Staff Exceptions: With spreadsheets, staff exceptions, are many times more difficult to manage, which in turn lowers agent motivation, which can lead to higher shrinkage. Call centers can keep agents happy and drive higher productivity with a solution that automatically considers exceptions.
Administrative Time: As beneficial as spreadsheets can be, they are simply too time consuming, eating away time that could be used for coaching and training. An automated call center scheduling system such as that offered by Monet can save as much as 25 percent on building schedules.
Such considerations help to shine light on spreadsheets versus an automated call center scheduling solution. The advantages that Monet Software solutions offer to the call center far outweigh any cost associated with the software and can create a more productive environment overall – a consistent goal of any call center.
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.
Edited by Patrick Barnard