Agent scheduling is one of the most challenging and complex tasks a call manager can complete. It requires the skill to examine work rotas daily, set agent rosters weekly and be able to monitor call volume fluctuations and agent availability. Handling these challenging tasks requires the ability to alter schedules at short notice, as well as constant vigilance.
Spreadsheets don’t work for modern call center agent scheduling. And several variables to contend with are available, while on the other hand, schedules require constant updating. As a result, most businesses are shifting to automated contact center scheduling solutions. These solutions offer better scheduling as they foster real-time interaction and can incorporate call metrics that enhance the process.
Also, they allow agents to be involved directly by entering their workstations’ preferences and providing the management with timely notices of their work availability. These daily tasks can be overwhelming and daunting for most contact center managers. With that in mind, here are some tips to optimize your contact center scheduling:
Cross Train Agents
Any prepared schedule is prone to alteration at short notice. In most cases, they can change due to a sudden shortage of agents or a spike in the call volume. If this is the case, the only solution is to have cross-trained agents.
Cross-training agents offer many options to pick from in a crisis. If you cross-train your agents, you provide them with the power to multi-task since they have the necessary knowledge.
Analyze Call Metrics
Keeping call metrics records and analyzing them on a regular basis enables you to optimize your contact center scheduling. You have a huge advantage if your business uses an automated contact center management system. With this system, you can create reports from your device directly.
Most contact centers with automated call management software don’t take full advantage of these solutions to utilize call metrics. The metrics you need to analyze range from agent turnover, average speed to answer, and agent occupancy to agent utilization, call volume, and first-call resolution.
Create a Reserve of Agents
Make sure you’ve got a range of reserve agents who’re willing and ready to offer support when required. This is especially important for smaller contact centers that operate on tighter budgets. Another ideal option is to work with other contact centers and employment agencies. You can contact them to offer additional center agent services temporarily in case of a crisis.
Do you want to optimize your contact center scheduling? Be sure to use these three proven expert tips and partner with the best service provider.
