A schedule driven by forecast and basic agent requirements might work, but won’t boost performance and productivity. When trying to determine agent requirements to meet a desired service level, if not all agent activities are being factored in, it will lead to under-staffing and lower service levels including abandoned calls. When developing your forecast and schedule make sure to include breaks, multiple skills of agents, training, time-off and a realistic buffer for shrinkage.
It might help if you categorize all activities based on your unique situation. Here is an example:
1. Work related to incoming “call” load
- Call time and after work related to calls
- Outbound if triggered by inbound calls
- Chat (if important to your business)
2. Other activities that are related to calls
- Breaks, lunch
- Training
- Absenteeism
3. Measurable activities, not part of core staffing
- Meetings
- Admin or research work
- Correspondence
- Emails
- Outbound calls
4. Unproductive time
- Smoking, etc.
- Getting supplies
- Other
