Call center scheduling is a difficult and time-consuming job. Top that with trying to satisfy the needs of all your staff while also meeting service levels, and you are one busy manager. And if you are using Microsoft Excel (or Google Sheets) for your call center scheduling program… Let’s see if we can find a better way.
First, and most importantly, if you are using a program such as Excel to plot call center schedules manually, there is a better, simpler, and in the long run, much less expensive way. Automated scheduling software can help speed the process and make it more accurate. In addition, it can match personnel needs to specific days or day parts. Choosing a software platform that incorporates historical data can further refine forecasting and future scheduling. Even in the short run, better utilization of the team will more than offset the cost of this software.
Getting through the busy season efficiently starts with having enough agents on hand when needed. Scheduling busy times as early as possible helps agents put work first without disrupting their personal holiday plans. Planning well in advance also ensures the call center will be well-staffed to meet customer demand without sacrificing service quality.
To keep things on track when the call center is busy, consider:
To adjust call center scheduling when things get slow, consider:
Every call center has a system for determining wage amounts and when agents are paid. In addition to offering more hours or increased pay to fill the busy season schedule, there are other ways to adjust pay and payment policies to support scheduling needs. For example:
Business owners usually receive loads of data from their call center provider. However, a hefty “data dump” does not constitute a “wealth of information” unless the data can be easily interpreted. Working with Workforce Scheduling vendor to make sure data is easy to view and interpret can help tremendously with call center scheduling. If a business owner doesn't understand the data they are given, they cannot accurately forecast their business, which then affects scheduling for their call center partner. As an alternative, a vendor rep should be available to help review and analyze the information.
Investing in scheduling technology, finding ways to incentivize agents to work busy periods, and studying performance results can all help companies understand staffing needs to make better scheduling decisions in the future.
Publish Date: November 13, 2018 5:00 AM
Branch Employer Payments Platform - Earned Wage Access
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CallGuard can be deployed in various ways to fit the way your contact centre works. The solution can de-scope all, or parts, of your contact centre from the scope of PCI DSS compliance and works just as well for on-premise or home/remote working agents.
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PayGuard® is easy to deploy, very easy for agent to use from the office/contact centre or from home and is affordable.
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