Call Center Scheduling Tips - Part 1

We have established a list of call center scheduling tips to keep your call center running efficiently, keep service levels increasing, and your customer base and revenues growing.

1. Use a flexible shift model

Fixed start times, lunch breaks, end times, etc. result in

• Overstaffing = higher costs!
• Understaffing = lower service levels and revenues!
  

Gradually implement a flexible shift model by introducing it to some of your agents (existing and/or new hires) first, and over time move the whole center to a flexible shift model.
Increase your service levels by 1 to 2 percent, and result in a similar percentage of savings in personnel costs


2. Track and minimize shrinkage

15 minutes shrinkage per day in a 25 agent center costs you $23,437 per year. How to improve:

• Better match call volume with agent availability through a flexible shift model
• Increase forecast and schedule accuracy by including all tasks into forecast and schedule
• Monitor and improve schedule adherence
  

3. Track and improve schedule adherence

Inform and educate agents:

• Agents need to understand the relevance of schedule adherence
• Explain how a mere 10 minutes impacts the entire center performance.
  

Measure and manage adherence:

• Measure and track adherence using workforce management tools.
• Share adherence reports with your agents - how they are doing.
  

Provide incentives:

• Reward agents (95% within adherence) – recognition and/or bonus.
• Agents are aware of the consequences for out-of-adherence behavior
  

4. Cross train multi-skill agents

Multiple skills and use skill-based routing

• Reduce # of agents needed to handle your call volume.
• The productivity gains can be up to 10-15%.
  

Form overlapping groups

• One group for call type A and B, and one group for C and D
• Improve by adding a group that is able to handle B and C