How to manage your call center agent schedule

How to manage your call center agent schedule

As a call center manager the most crucial part of your job comprises of managing agent schedules also known as call center scheduling. Call center scheduling methodology aims at producing close to optimal call center agent schedules while considering costs associated with call center agents, customer waiting time and customer abandonment. It is also geared towards finding a desirable staffing plan for any specific number of agents.

You cannot manage call center scheduling if you are unable to measure agent performance. The best and easiest way for a call center manager to do this is to take the help of suitable call center scheduling software from among several good ones available in the market. Well-developed call center scheduling software provides all the necessary tools needed by a call center manager for accurately measuring performance, productivity and quality of call center agents.

Call center scheduling software consists of several powerful modules, which have specific applications related to all the different areas of call center management and allow easy measuring and control of agent performance that constitutes the core of call center operations. Calculating staffing needs is another important aspect of call center management requiring minute attention that is also taken care of very easily by using call center scheduling software.

To produce the relevant data for optimal staffing call center scheduling software first captures call history directly from the automatic call distributor or ACD in order to forecast inbound call loads. It then calculates staffing needs for meeting service level goals on the basis of anticipated incoming call volume. The software makes a forecast using planning time frames ranging from half an hour to one month for the entire budget cycle.

For best staff management call center scheduling software simplifies workforce planning, scheduling and performance analysis in the call center no matter what its size, whether big or small. This includes forecasting the number of agents required for each day and period throughout the day. To do this call center scheduling software takes every half hour into consideration for balancing the staff strength with the workload.

It goes on to reflect the required shifts and agent strength for each shift and extensively analyzes performance on the basis of defined service level goals. This apprises you, the center manager, of the shortages and surpluses in staffing allowing you to take suitable action in time. The data is presented in an easily comprehendible graphical format. The software simplifies forecasting and also investigating the results for different scenarios; for example the effect of a 5 or 10 percent increase in the volume of calls.

Good call center scheduling provides for convenient, improved rostering and optimal agent utilization including cost reduction.

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