Build Your Professional Network! Log in now (Not a member? click here to register FREE)
Call Center Director
HR Generalist III
Vice President, Global Service Delivery
Director, Customer Experience
Director | Program/Project Mgr | Contact Center & Operations Expert Consultant
Overlap the employees' shifts during the highest call volume times, Schedule the contact center to actual call handling time instead of ideal handling time, and allow for less than 100% employee efficiency. What may be lost in short bursts of staffing inefficiency won't measure up against company losses if service levels are not met or if agents that are scheduled don't have the skills to handle the calls that they answer. Over the course of a single day, handling time changes multiple times. Evenly distributing the staffing during the day throughout several shifts based solely on call volumes doesn’t' it make it-you need to calculate staffing on a half-hour-by-half-hour basis. Doing this, and staffing for a reasonable service level, will result in an acceptable abandonment rate at no loss to the company – either service-wise or cost-wise.