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 DataThis 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 ActivitiesScheduling 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 SimulationForecasting 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 FlexibilityThe 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 VolumesSome 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.
Workforce Management: Big Benefits for Small Contact Centers
Where is it written that only contact centers with 100 agents or more can benefit from a workforce management solution?
Confidence: The Overlooked (But Vital) Agent Trait
What qualities do you look for when interviewing potential contact center agents? Certainly, experience is important, but as this is