Planning And Scheduling Software Making The Right Choice

Approximately 70 percent of a call centers total budget is spent on staffing

. Thats a staggering statistic, but smart call center managers are drastically reducing those staffing costs by implementing planning and scheduling software solutions. Planning and scheduling software completely automates the complex tasks of forecasting and scheduling, creating an efficient, streamlined call center that is laser-focused on meeting service levels and exceeding customer satisfaction.

Which Planning and Scheduling Software Tool is Best for Your Business?

The facts are in: Every call center, from the very small to the very large, benefits from planning and scheduling software. From improving the accuracy of forecasts to optimizing agent schedules to creating skills-based routing, planning and scheduling software simply makes sense. Call center managers save money and have far less headaches, and agents always have a clear understanding of their schedules and what is expected of them.

Its a win-win-win for the clients service levels, the call centers bottom line, and employee satisfaction. (Even the slightest decrease in turnover has a major effect and call center costs, but planning and scheduling software is proven to significantly reduce turnover because the call center environment is much more predictable.)

Planning and Scheduling Software Skill Sets, Training, and Staff Expectations

Its no secret that everyone on staff plays a critical role in ensuring the success of automated planning and scheduling software. Every employee needs to receive the appropriate workforce management training based on their role:

Agents and Supervisors: Its about balance. Its about responsibilities. Its about flexibility. Its about planning and scheduling software that meets everyones needs. Agents and supervisors must understand the importance of strictly adhering to schedules, as well as the processes put into place to develop, assign, and modify schedules on the fly. Planning and scheduling software eliminates the mystery from creating efficient schedules that truly work for everyone. Agents skills and preferences can be carefully considered as they relate to customer needs and business objectives within the parameters of the planning and scheduling software solution.

Managers: Call center managers should expect to undergo training to understands the many different kinds of analyses available at their fingertips, how to analyze the data, and then use it accordingly to optimize the call centers operations. Automated planning and scheduling software create detailed reports that enable managers to make informed decisions based on precise forecasting and scheduling.

Now What?

Now its time to select a Planning and Scheduling Software tool to cut total call center costs while simultaneously improving the customer experience, employee satisfaction, and managers sanity. Automated planning and scheduling software accomplishes all of these goals and more.

by: Chuck Ciarlo

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