In these challenging economic times, every call, every customer interaction and every dollar counts. We have created a list of 7 best practices for call center scheduling to not only keep your call center running efficiently, but maintain service levels, customer base and revenues growing. We would like to share these tips with you and hope it proves to be useful in your daily call center operations.
Implement a Flexible Shift Model:
As we all know, the number of calls and the arrival patterns vary from day to day. Despite this, starting times, lunch breaks, end times, etc. are often fixed over the week, resulting either in over-staffing (higher costs!) or under-staffing (lower service levels and revenues). That’s why more and more call centers are switching from a fixed to a flexible shift model. The advantages are obvious, but how do you implement and manage a flexible model?
- Ask and inform your agents. Survey about preferences and personal needs. Work with them to match their needs with needs of the business
- Gradually implement a flexible shift model by introducing it to some of your agents (existing and/or new hires) first
- Offer a bonus program. Provide financial incentives for “start-time flexibility”
- Gradually add new agents that are flexible
- Over time move the whole center to a flexible shift model.
This change can increase your service levels by 1 to 2 percent and result in a similar percentage of savings in personnel costs.