Showing posts with label agent scheduling. Show all posts
Showing posts with label agent scheduling. Show all posts

Monday, April 7, 2014

100 Agents and Still Using Spreadsheets for Scheduling?

Many small and midsized contact centers still rely on spreadsheets for daily forecasting and scheduling. It’s an imperfect system that could be improved by workforce management (WFM) software.

However, what’s surprising is that some larger contact centers, those with 100 agents or more, are also still using spreadsheets for scheduling. Here, the inefficiencies of the system are multiplied, resulting in much lower customer service (under-staffing) and higher costs (over-staffing) - often both, based on the time of day.

When an increase as low as 1% in productivity can significantly impact the contact center budget, it is imperative to identify areas where efficiency can be improved.

One of these areas is flexibility – the limitations of a spreadsheet result in fixed schedules that can produce higher shrinkage and overstaffing. But with WFM it is easier to manage start times, end times and breaks with an ease of flexibility that dramatically improves service levels.

Managers can also consult more detailed and accurate call histories with WFM, resulting in better forecasts. Scheduling is also faster – some managers can save as much as 25% of the time once devoted to filling in spreadsheets – that time can now be used for additional agent training or to attend to other matters.

There are many additional advantages as well, from reducing the number of agents needed for a particular shift to improving agent morale by making it easier to match employees with the hours and shifts they prefer.

Find out more in the Monet whitepaper “The Cost of Spreadsheet Based Forecasting & Scheduling.”

Friday, March 21, 2014

The Enduring Contact Center Challenge: Agent Scheduling and Agent Adherence

After so many years, and so much attention paid, why are scheduling and adherence still a challenge at so many contact centers? One reason, perhaps, is that each of these objectives incorporates a number of moving parts, and a wide range of variables that must be calculated in advance. If these calculations are off, even by a little bit, it can bring the whole plan crashing down.

Consider the contact center manager’s ongoing challenge:

Scheduling
Inaccurate forecast? There goes the schedule. If a manager schedules 20 agents on a shift and call volume is higher than expected, average wait time increases, other KPIs are impacted, and customer service suffers. If call volume is lower, agents are at their desks with nothing to do. The customers are happy, but accounting is not – no one likes to pay agents when they aren’t doing anything.

Sudden call volume change? It can happen. Sometimes unforeseen circumstances, even a change in the weather or a news story about a company’s product, can spike calls.

Then there are exceptions, and agents who call in sick at the last minute, and other KPI predictions that don’t pan out. Any one of these can make scheduling a frustrating process.

Adherence
Do your agents understand the impact of adherence? It was covered at hiring and reinforced during training sessions, but even the best agents sometimes forget. Are those that regularly fall out of adherence held accountable? If not, they have no reason to change their behavior.

Having a system in place to track adherence would be helpful, but some contact centers have yet to make this investment.

What’s the Solution?
Fortunately, one solution is available to address the wide array of scheduling and adherence challenges: Workforce Management (WFM) software. It’s the fastest and easiest way to track status, progress, and real-time activity at a call center. Dashboards provide a visual display of call center data, providing insight into every key WFM process.
Watch a Demo

Forecasting
Both daily and long-term forecasts can be checked quickly through tables and charts on forecasting dashboards.

Scheduling
Review past call volumes to create tomorrow’s schedule. Find out who’s in, who’s on break and who’s on vacation.

Adherence
Adherence alerts on the call center dashboard identify instances where scheduled activities vary from the current call center status.

Metrics
Besides forecasting, scheduling and adherence, other key WFM metrics that can be reviewed via dashboard include call answer times, first call resolutions and transfer rates.

Of course, the wealth of information provided by WFM isn’t much good if it is not presented in a way that is clear, concise, and accessible to changes as needed. Choose a WFM system that allows for real-time changes to be easily implemented, that shows summaries of all agent statuses, including exceptions. If you can’t find the data you need quickly, look for another system.

Thursday, July 11, 2013

5 Reasons for Call Center Schedule Issues

Call center schedules are only as accurate as the data used to determine them. Usually if there’s an issue, that’s the place to begin your search. However, the problem may also be caused by other call center policies that impact scheduling data.

Here are 5 reasons why your call center schedule may not be getting the job done:

1. Insufficient Historic Call Data
This is an issue with newer call centers who cannot trace two years of calling patterns to determine future volume. But it can also be a problem at call centers for companies that undergo significant expansion or contraction, changes in product lines, or even expansion/contraction of call center resources. If last August was different than this one for any reason, that makes the challenge of forecasting and scheduling more difficult.

2. Call Related Activities
Scheduling must take into account all call- and non-call related activities, not just managing the incoming call load and the actual time on each call. Lunches, other breaks, training sessions, meetings and correspondence should also be calculated.

3. No Simulation
Forecasting simulation can help managers analyze their routing policies and incoming call volume to develop more accurate forecasts, which lead to more accurate schedules.

4. No Flexibility
The more rigid the schedule, the more likely it will fall short of expectations. Building in some flexibility allows managers to be more prepared for unforeseen fluctuations. It’s also better for call center agents, who will appreciate being able to take a few extra moments away if they need it.

5. Slow Reaction to Changing Call Volumes

Some sports cars can change direction in a few seconds. An aircraft carrier might take hours to accomplish the same task. If call volume changes unexpectedly, a call center needs to react quickly and adjust the schedule accordingly, or risk the pitfalls of overtaxed agents and dissatisfied customers.

Thursday, June 27, 2013

10 Tips for Better Call Center Agent Retention

An excellent call center agent is an important asset that adds value to the company. Finding and keeping these assets is one of the most imperative functions of call center management. Here are 10 tips that should help with call center agent retention.
call center agent retention

1. Hire the Right Employees

Retaining quality agents begins with hiring quality agents. Those who start out with the required experience, personality and skills for call center work are more likely to become the type of agents worth keeping.

2.  Open Communication

Agents who feel separated from management are less likely to feel a strong sense of company loyalty. Make sure they know that managers are available to discuss their concerns or address any issues.

3. Competitive Salary

This is obvious, but no less important.

4. Challenge Them

As call centers become contact centers, there are opportunities to challenge agents to master other forms of customer interaction, including online chat and email. Learning new skills benefits both the agent and the call center.

5. Management Support

In addition to open communication (#2), managers should also nurture, encourage and support their agents to encourage loyalty and consistent job performance. Consider using workforce scheduling tools to automate repetitive tasks and have more time to interact with your staff.

6. Encourage Self Training

While coaching and training should be a regular part of the agent experience, agents should also be able to use call recording software to review their own performances and make changes as needed. They will also appreciate the trust you show in them by allowing them to correct their own mistakes.

7. Boost Morale

There are a number of team-building activities, seminars, outings and other activities that can improve agent morale and built a team spirit outlook.

8. Provide the Right Tools

Agents work best when they have the technology that makes their jobs easier. Call recording software, workforce management and quality assurance solutions not only benefit managers, but agents as well.

9. Schedule Flexibility

The more an agent is able to adjust their hours to deal with personal issues or make their life outside the office more stable, the more likely they are to remain with a company that takes their personal needs into consideration.

10. Don’t Accept “Acceptable” Turnover

Call centers average a 30% turnover rate, but that’s no reason to accept such substantial attrition. If your call center is at 25% turnover, set a goal to lower that to 20% in six months or one year.

Wednesday, June 19, 2013

Call Center Scheduling: 5 Important Tips

The International Customer Management Institute (ICMI) has been an invaluable resource for helping contact centers get the most out of their agents and managers. Recently, the ICMI offered five valuable tips on call center scheduling that are worth your time.

Some of this you may have heard before – but it’s so easy to get off track when sometimes it’s all you can do to keep up with the day-to-day pressures of personnel, technology, forecasts, scheduling and adherence. A refresher course is always welcome.

You can click on the link for the full story, but here are the basics:

1. Clarity
Senior management, supervisors and agents all need to be pulling in the same direction. That means clearly delineated procedures and professional values that will guide the schedule-making process, and contingency plans for when a schedule goes awry. Having these conversations first can resolve numerous issues later on.

2. Testing
Sample schedules and dry-run scenarios can be useful in testing schedule accuracy and catching problems before they impact customer service. Experiment with different alternatives until you find one that achieves all of your objectives.

3. Inclusion
Scheduling should incorporate not just calls, but all of the activities and practices associated with that process, as well as other projects that require time from your agents or managers.

4. Conflict Resolution
Scheduling is never immune to issues from agents, new product/service launches, unforeseen changes in shifts and other outside factors. How well a contact center adjusts to these scheduling challenges will indicate whether it is performing well. However, if conflicts become too frequent, that suggests a systemic issue that should be corrected.

5. Flexibility
Related to #4 above, scheduling should be fluid but not so loose as to create confusion. Adjust schedule horizons as needed if those created two weeks away frequently prove inaccurate, take agent preferences into account when possible, and have alternatives in place before they become necessary.

If you would like to learn how to implement these tips, please also watch our workforce management videos and see how clarity, testing, inclusion, conflict resolution and flexibility are "built-in".

Wednesday, May 29, 2013

Call Center Scheduling in Real Time

So you’ve finished your call center scheduling duties and are ready to focus on other tasks – until you discover that the average call wait time is longer than it should be, and either something was missed on forecasting or a lot of customers just felt this was the day they needed to place an order or ask a question.

Call center intra-day management for scheduling
What do you do? If you’re locked into your scheduling, you may end up with angry customers and frazzled agents.

Situations like this are going to happen. They should be rare if you’re using the call center scheduling and forecasting tools at your disposal in a workforce management (WFM) solution; however, sometimes even the best laid plans can go awry.

When they do, hopefully you can count on a call center scheduling solution with real-time updates that will allow you to adjust forecasts and schedules accordingly. When external conditions change, managers should be able to review the call center metrics, in real time, that will help the business get back on track.

By reviewing forecast vs. actual call volume and agent adherence, managers can then re-run forecasting and scheduling based on what is happening in the call center at that very moment. Then, they can update the schedule based on current conditions, and adjust staffing as quickly as possible so customer service is restored to optimum level. Please watch this short video to see intra-day call center scheduling in action.

Call center scheduling may not be an exact science, but real-time WFM will expose any glitches, so they can be corrected before they cause too many issues.

Friday, March 29, 2013

The Top 5 Workforce Management Challenges

Workforce management refers to an integrated set of processes used to optimize employee productivity on both an individual and company-wide level. Any systems with such a wide range of moving parts and variables will inevitably present challenges; however, a sophisticated workforce management solution can help to anticipate these challenges and overcome them.

1. Accurate Forecasting

Forecasting on call volume and agent workload can reduce instances of over-staffing, which wastes valuable resources, as well as under-staffing that can affect services levels and customer service. Workforce management automatically processes all relevant data to deliver more accurate short-term and long-term forecasting projections.

2. Comprehensive Scheduling
Scheduling involves far more than sign-in and sign-out times. There are a multitude of call center activities that pertain to non-call activities that must also be taken into account. Choose a WFM solution that makes non-call activities part of the forecasting and scheduling process. This is especially important since customer engagement today is based on many different channels such as chart, phone, email, social media. More about this in our recent blog post multi-channel agent scheduling.

3. Adherence Tracking and Improvement 
Schedule adherence is still one of the biggest challenges for call centers. With workforce management, a call center can monitor and record the schedule adherence status of all agents in real-time. The system tracks data on every status related to this issue, from lunches to daily breaks to when agents log out. If a problem is discovered it can thus be handled quickly. In addition to a good solution, you also need to put solid processes in place, more about this in our whitepaper Five Strategies to Improve Schedule Adherence.

4. Intr-aday Forecast/Schedule Management
Intra-day management is always a challenge due to particularly complex resource considerations. An integrated WFM solution should be able to monitor intra-day workload information (planning, controls, deployment strategies) that will produce pre-emptive rather than reactive actions for managers.

5. Exception Handling
Workforce management should manage and process exceptions in a way that communicates all necessary information to all parties concerned, accepts or rejects each exception instance based on company criteria, and make certain everyone is on the same page so there is no confusion on the part of the agent or management.

We also invite you to watch any of the short videos about how a workforce management system can help overcome those challenges.

Thursday, March 28, 2013

Agent Schedule Adherence Visualized

Agent schedule adherence dashboard by Monet Software
Agent schedule adherence dashboard
Monitoring call center agent adherence to a rotation schedule is yet another task that used to be handled manually, and now can be achieved in less time and with greater accuracy through a workforce management solution.

With workforce management, a call center can monitor and record the schedule adherence status of all agents in real-time. The system tracks data on every status related to this issue, from lunches to daily breaks to when agents log out.

By having this information easily accessible on a workforce management dashboard, managers can quickly compare the agent’s actual daily activity to the objective intended by the company. One can even create custom states and guidelines to address atypical needs for a specific call center, such as after-hours work.

Once guidelines are customized and set as to which states (or statuses) should be included or not included in a schedule adherence measurement, the system does the rest. The different states are color-coded and can easily be monitored from a dashboard. It is now simple to review each agent’s efforts and classify their work time as within schedule adherence, or find out where he or she is coming up short. Too much time spent away from assigned functions can impact the call center’s productivity.

Accurate time management can be a challenge, as minor exceptions and changes happen each day. Perhaps an agent is scheduled to go on an approved break, but cuts into that time to complete a call that takes another 10 minutes. An effective workforce management solution can be configured in such a way as to record this time extension, and not count the lost break time against that agent. For more detailed information about how to implement effective strategies for schedule adherence, please click the link to download our whitepaper.

Tuesday, March 26, 2013

Call Center Schedule Exceptions

Handling exceptions is a key component to workforce schedule compliance. Exceptions must be managed in a way the minimizes their impact on productivity and availability, since both will have a negative impact on service levels and also quality of service.

There are four types of exceptions:

Pre-planned
These would include vacation days, training days and work time spent on other necessities such as team meetings.

Unplanned
Sick days and downtime due to technical issues would qualify as unplanned exceptions.

Unplanned but pre-approved
These are schedule deviations initiated by management to maintain performance levels.

Unplanned and not pre-approved
These tend to be reactionary, caused by meetings that run long or added coaching sessions.

Regardless of the exception type, the goal remains the same – customer service consistency and meeting company goals for schedule adherence.

call center schedule exception calendar - Monet Software
Call Center Schedule Exception Calendar







 
This can be achieved with workforce management software, which provides real-time adherence data that streamlines call center schedule exception tracking, making it easier for managers to maintain service levels, to know which agents are excepted at any given time (and the reason for the exception, whether it’s a day off or time spent in training) and to review reporting data. The solution should also provide an easier method for shift swapping, with management approval.

Wednesday, March 20, 2013

Multi-Channel Agent Skill Scheduling for Contact Centers

Muti channel skill scheduling for contact centers
Call centers are contact centers now, which means customers are interacting with agents through a range of channels including emails and live online chat. According to some studies, more than 25% of all customer interactions are now conducted via methods other than the telephone.

One of the goals of any 21st century contact center is to offer the right mix of channels and find an accurate method for multi-channel forecasting and scheduling of agents. The customer experience should be equally positive regardless of how communication is made. 

The challenge is how to offer consistent standards of customer engagement through multiple touch points.The solution is an optimized integrated platform that encompasses data on workforce management, agent skill sets, metrics, scheduling and reporting.

Tips for Multi-Channel Skills Scheduling
Multi-channel scheduling begins with a specification of service goals based on the types of channels the call center must handle, followed by agent skill assessment within each of these channels.

Once these standards are set, scheduling will require accurate calculation of the Average Handle Time (AHT) for each contact channel. This is easier to do with calls than with emails or chats where agent can handle multiple chats at the same time for example. A workforce management system takes these differences into consideration. With this information, the call center manager has two options to choose from:

Dedicated Agent Pools
Once an agent’s skill sets are determined, he or she can be assigned to a dedicated group that focuses solely or primarily on their best channel, whether that is inbound calls, emails or web chat.

The Universal Queue
With this method, all contacts are routed to agents based on order and availability. While this is a less specialized method for handing multiple channels, it does force agents to become adept at handling the various methods of customer communication in a shorter time span.

Workforce management provides the necessary metrics on channels and personnel skills to allow managers to make the best decisions for their contact center. You can watch a short video about multi-channel scheduling and staffing to learn more about this. Agents will be placed in situations where their skills can be maximized, thus improving productivity, morale and customer satisfaction – which is also great for the bottom line.

Tuesday, March 12, 2013

Call Center Agent Shift Swapping

Call center agent shift swapping solution - Monet Software
Shift swapping is an inevitable occurrence at every call center, and is one of the more significant agent staffing challenges that management must oversee.

In general, allowing agents to swap shifts solves more problems than it creates. With this arrangement, agents have more control over their working hours, and that flexibility can encourage employee loyalty.

However, if this privilege is abused, it can lead to staffing confusion, lower productivity, a shortage of agents for unpopular shifts, and inconsistent customer service.

Agent Staffing Solutions
While shift swapping should be offered as an option, some center without the right processes in place try to  discourage this. They achieve this by built-in incentives for agents to work the shifts to which they are assigned, and by limiting swaps to, say, three a month or five in each quarter.

Call centers should have a reliable process in place that tracks shifts and instances of shift swapping. This will not only make the process easier for agents and management, it provides managers with insight into which agents may be abusing this privilege, and how working different shifts impacts an agent’s job performance.

While some last-minute shift swaps are unavoidable, as emergencies do happen, a center should require that agents request swaps at least three or five days in advance. That way, managers can adjust schedules accordingly so productivity is not impacted. For example, if an agent who is particularly adept at handling customer complaints swaps shifts with an agent who is not as qualified in this situation, the call center may wish to bring in another agent from a different shift with that same specialty.

The ultimate objective is to satisfy the needs of the center and the needs of the employees, and to make any staffing changes as convenient as possible.

The Role of Workforce Management Software
Shift swaps are yet another function that should be handled through a workforce management solution - through a simple self-service tool that includes shift bidding. An effective system will allow agents to search for shifts to swap, and instantly know if there is a conflict with their arrangement. Supervisors will then have the ability to approve or reject the swap request, and find out if there are any issues with weekly minimum or maximum restrictions on work hours should the swap be approved. To learn more about agent shift swapping and supervisor collaboration, please follow this link to our main website.

With effective workforce management, the system that allows shift swaps should be efficient, transparent and controlled by management with the limitations necessary to maintain service standards. 

Wednesday, February 20, 2013

When Call Centers Become Contact Centers - the Impact on Workforce Management

social Media in contact center workforce management
While the “call center” designation is likely to stick around for a while, agent interaction via telephone is now just one component of customer communication. Today, the public may reach out via email, online chat or social media. All of these additional channels are ultimately beneficial, but many call centers are just beginning to grasp the impact they will have - from a customer engagement perspective, but also from a workforce management perspective.

Email/Live Chat
Written exchanges of information, whether via email or text chat, have become commonplace. However, these channels work best with simple questions and conflict resolutions where a few sentences from both participants will suffice. Once the point has been reached where the number of exchanged messages tops 5-10, it might be advisable to switch to a telephone conversation.

With online chat, it may take longer to complete a customer interaction, simply because it takes longer to type a message than to say it. However, online chat agents can manage up to five sessions simultaneously, which will impact productivity and scheduling. If five proves too many (measure response times to each customer to determine this), three ongoing sessions might be a more practical limit.

When it comes to workforce management scheduling, you will want chat agents with proven written skills. While the Internet has done no shortage of damage to the disciplines of spelling, grammar and punctuation, it is vital that any written communication from your company to customers is free of such errors.

Social Media
A Facebook page and a Twitter account are great ways for companies to announce new products and specials and exchange ideas with customers. They are less effective for such traditional call center functions as handling orders and returns or resolving disputes. However, this too is changing rapidly.

If the call center is to take the lead on establishing and maintaining a company’s social media presence, adequate resources must be made available to do so, to make certain pages are updated, questions are answered, and ongoing communications are having a positive impact on branding and customer loyalty.

That starts with creating and scheduling a social media team based on experience and training. Agents should not just be familiar with these outlets, but be well versed on the company’s social media strategy and best practices.

And, as with email and online chat, choose agents and experts with written communication skills, and when a problem arises try to route that customer back to a call-in situation where it might be easier to resolve the situation verbally.

Each of these new communication channels should get included into your overall forecasting, scheduling and staffing planning process.

Monday, January 21, 2013

Schedule adherence alerts - do you get status alerts in real-time?

Schedule adherence tracking and monitoring is important, tracking in real-time is even more important. But, do you get alerts if agents or teams are our of adherence or have a different status than what they should be in? Getting notification in real-time allows you to make changes that have an immediate impact on the call center performance. The faster you can react, the easier it is to achieve and maintain your targeted service level.

Wouldn't it be great to get status alerts based on the various activities and exceptions you have set up? Wouldn't it be nice to define custom states and exceptions that are aligned with your unique call center requirements? Wouldn't it be nice to get either pop-ups, email or text message alerts based on thresholds you set up?

Call center schedule adherence status alerts

There are many scenarios and use cases for an adherence status alert system as you can images, here are just a few examples:

Agents not adhering to schedule: There could be various reasons for out-of-adherence and an alert can help call center managers and supervisors to find out how to improve the situation.


Agents return late from break or lunch: If this happens often, it might have a big impact on your service level. An alert will help solve that problem and establish more discipline. 

Call duration is too long: If a supervisor or subject matter expert is needed when calls exceed a certain threshold, Monet can alert that person to assist on the call.

Agents forgot to log out: A frequent issue that can occur if agents must manually log out at the end of their shift.  This alert will tell the supervisor that an agent has forgotten to log out of the ACD so they can take action. 

If you are interested in learning more about adherence status alerts, please contact us and we are happy to provide you more information and show you a demonstration.

Thursday, November 8, 2012

How to improve schedule adherence and get it to the next level

How to improve schedule adherence in your contact center
Even with schedule adherence tracking in place, one remaining challenge is often the fact that agents can have so many different non-call tasks, exceptions and states that standard WFM solution are not able to plan for and monitor. That's where Advanced Schedule Adherence comes in. It enables supervisors and call center managers to create custom states and rules to match their unique center needs. Here are a few examples:
  1. Create custom states for call wrap-up, special after call work, outbound preparation and other activities
  2. Establish thresholds for each state that indicate how much time is considered “in adherence”.
  3. Define which states are included or not included in the agent adherence calculation
Exceptions and non-call activities can be considered “scheduled activities,” along with available, break, lunch, and logged out states. Call center managers can customize which statuses are allowed and not allowed for each scheduled activity. Since every call center has unique agent activity types, this flexible approach to agent adherence monitoring gives centers a new level of accuracy in managing call center performance, while also providing more transparency and clarity to both, agents and supervisors. To learn more about this, please also download the Strategies for Improved Agent Adherence whitepaper from our resources library.

Thursday, June 28, 2012

Call center schedule tips

Call center scheduling tipsWe have created a list of seven practical tips for call center scheduling to not only keep your call center running efficiently, but also maintain high service levels, and keep costs under control. We would like to share these tips with you and hope it proves to be useful in your daily call center operations.

You can download the whitepaper by clicking this link 7 Tips for more effective call center scheduling. If you are also interested in schedule adherence, you can also download our whitepaper with the topic: Practical strategies for improving call center schedule adherence.

Thursday, May 12, 2011

Great online event about Call Center Schedule Adherence

Yesterday, we hosted an extremely well attended webast with the topic: "Six simple strategies for improved call center schedule adherence." People asked a lot of great questions and we had lots of interactions during this online event about the following topics:
  1. How to quantify the cost and service implications of missing staff
  2. Learn about options for setting adherence performance goals
  3. How to identify the reasons why staff don't adhere to the schedule plan
  4. How to develop reward and consequence programs that support adherence goals
  5. How to effectively track, monitor and measure adherence
In case you missed it, here is the link to the recorded session - enjoy!

Wednesday, May 4, 2011

How to improve schedule adherence in your call center

One of the most challenging jobs related to managing any call center, is often ensuring there is the right number of staff with the right skills available at the right times of the day. How do you get your staff to show up for work on time and stick to their planned schedule and break times?

Monet Software is sponsoring a free webinar that exactly addresses this topic: "Six simple strategies for improved call center schedule adherence." Please join our special guest speaker and industry expert, Penny Reynolds from the The Call Center School, for this webinar on May 11th. She will share with you proven practices on schedule adherence that have resulted in increased availability. Please register here.

Wednesday, February 2, 2011

Tips for improved contact center agent scheduling

We have published several tips for more effective call center scheduling on this blog over the last year. We have summarized those tips in a short Call center scheduling whitepaper. If you didn't have the chance to download it, please do. You will learn about:
  • Shrinkage
  • Flexible shift-models
  • Schedule adherence
  • Multi-skilled agents
  • Activities to include into schedule
  • and more

Thursday, December 16, 2010

Call Center Scheduling Tip #6: Keep top talent on your team

How to keep your talent? Make sure you accommodate scheduling needs and provide schedule visibility to your call center team members. Top agents will be more likely to stay loyal and productive because of their understanding of how their needs and your schedule can match up. Here are some ideas and suggestions:
  • Involve your agents: Survey about preferences and personal needs and work with them to match those with the needs of the business.
  • Rank your agents: Creating a schedule by agent rank can be very effective in achieving certain goals of you business (e.g. cost or revenue goals). You can rank agents according to call completion time, call per hour or other performance measures including sales and order size.
  • Match personality and team: Studies have shown that a good relationship with colleagues drives motivation and performance in call centers. Your schedule should leverage this by teaming up the “right people”.