Executive Interview : 10 Tips For Using Staff Schedules To Your Advantage
There is an art to creating staff schedules and while some have perfected it with ideal metrics to support their business, others are still searching for answers. ContactCenterWorld.com wants to help bridge the gap with information and asked: What in your opinion is the best way to schedule staff for a contact center? and how should you allow them to select shifts or should they be set by you?
|"Joint ownership can aid in the process. Agents can share their desired shift choices and performance can be used to determine who gets shift preferences. Tenure should be used after performance is considered. It is important to have policies on how schedule change requests will be reviewed if an agent has a second job, is attending college, or is hired part-time and not available during all hours of operation." < br > < br > - Becky Saurers, Contact Center and Learning Consultant, Saurers Consulting, United States|
|"We believe that the best way to handle this aspect is to have a dedicated team that is responsible for the planning of the staff's schedule. We have such a team who are experts in monitoring trends and setting thresholds for us to reach our planned quality of service. In addition, this gives additional freedom for the management team to focus on the most important aspect of their jobs which is to coach our staff. Hence, our management team doesn't need to prepare or invest time in managing the staff's schedules. Seeing as how we are unionized we also have to respect some predetermined rules in regards to staff scheduling." < br > < br > - Emilie Boisvert, Senior Director, Desjardins, Canada|
Sponsor message - content continues below this message
Employee Engagement Awards NOW OPEN!
Enter your center,and compete for this prestigious award to attract new staff and show investors and customers you are #1 in your nation!!
Content continues ….
|"Provide enough schedule options so that you don't restrict potential employees, but also create a shift preference process, where as more desirable shifts open up, people can move into them based on performance, attendance, etc." < br > < br > - Damian Holznagel, Regional Contact Center Manager, Bank of the West, United States|
|"Historical data and the right future projections are the best way to schedule agents. We can take suggestions from our staff according to their desired shifts and while remaining flexible in scheduling, assign them their desired shifts to avoid shrinkage." < br > < br > - Wasif Balouch Ashrafi, Senior General Manager Contact Center, ARY Services Pakistan, Pakistan|
|"Two shifts, so that person who has small children, can care for their kids if there is an emergency. It is more cost effective when the person can be at home, when needed (short period), than be at work and worry (=bad for sales and customer service, if salesperson sounds sad)." < br > < br > - Elina Perälä, Author, Independent, Finland|
|"Scheduling of staff should be given to the individual with the openness, transparency in managing the 20%+ Performance holders. They should be made responsible for arranging the substitute. In case of difficulty they will take help from an adminastration person so that policy is applied for the remaining staff." < br > < br > - Sunil Kankal, Consultant, Turkcell Global Bilgi, India|
|"The best way that I've encountered is to have a schedule selection process in place that is based on performance. Top performers would choose first and then down the line until all schedules are filled." < br > < br > - Juan Trevino, Sr. Project Manager, Sitel US, United States|
|"It should be flexible based on the nature of work and also the interests and ambitions of the staff and not be thrust on them." < br > < br > - Suresh A.V, President - International Operations and CEO Forbes Pro, Eureka forbes, India|
|"Share a calendar generated by management and ask for comments, helpful suggestions, showing weak spots or shifts that need improvement or added help." < br > < br > - George Cisler, President, Cyber Control llc, United States|
|"Roster based on call volumes. Plus I also roster early in the morning, if there is a back log of emails form overnight. I set shifts but allow staff to change and swap. I also roster based on training purposes and skill sets." < br > < br > - Saul Berman, Contact Centre Manager, Scandinavian Tobacco Group, Australia|
Today's Tip of the Day - Do Your Agents Have All The Right Tools?
Published: Thursday, August 13, 2015
AssisTT, serving in 20 cities and 25 different centers throughout Turkey with approximately 10 thousand employees, is a customer contact point. It also serves as a strategic companion to many public o...
Sykes is a provider of end-to-end customer care management solutions, providing CRM solutions for many companies in the technology, finance and communications industries, primarily large fortune 1000 ...
|REACH for Telecom|
Reach is a Palestinian contact center for outsource telecommunications. Established in 2009, Reach is a member of PALTEL companies, offering performance-driven services, through multi-communication ch...
Colt Group S.A. (trading as Colt Technology Services, formerly COLT Telecom Group S.A.) is a multinational telecommunications, IT managed services and data centre services company headquartered in Lon...