Call center schedule exception handling made easy

Every day call centers have to deal with exceptions and find a way to minimize the impact on their schedule and service level. There are either planned exceptions such as planned time-off and planned training sessions, or mid-day exceptions that are typically not planned. Let’s take a look at some examples and describe how to deal with those.

Call center schedule exceptions handling
Example: Schedule a meeting with multiple agents while minimizing impact on service levels
  • Agents call in late
  • Agents leave early for emergency
  • Agents leave early with vacation time
  • Agents in training session
  • One on one meeting with supervisor
  • Multiple agent meeting with supervisor
  • Agents staying late for overtime

Many Workforce Management systems have integrated exception planner, that make scheduling agent exceptions such as time off and one-time or recurring training meetings a simple process.  For example Monet WFM Live provides a color-coded availability calendar that displays a real-time summary of time off, making it easy for managers to see whether to grant an agent’s time off request. Complete schedule integration ensures the center will be appropriately staffed if the time off is approved and that you will continually meet service levels. Exceptions can be scheduled far into the future or recorded as recurring exceptions. The Exception Planner has also support for mid-day exceptions too, taking them into account when choosing shifts and scheduling breaks and lunches. A manager can easily schedule an agent to attend a training meeting from 11:00 – 1:00 on the second Friday of every month, or set up a rotating schedule where agents have different days off on alternate weeks. The exception calendar enables managers to see how existing exceptions affect their staff availability. They can select any set of dates from the year and see agent requirements and availability, along with the number of exception hours, broken down both by agent and exception type. This tool is particularly useful when deciding whether or not to grant a vacation request. Efficient and effective management of exceptions is crucial to achieve and maintain your service level. If you would like to learn more, feel free to watch a demo about intra-day schedule management or contact us.

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