Call Center Scheduling Tips – Part 2
This is part 2 of our list of call center scheduling tips (here is part 1 in case you missed it):5. Compare ACD logon time to time-clock entriesMake sure agents are logged in and ready for calls coordinating with the clock time.Consider using the ACD agent log-in and log-out times for payroll – dependent on the culture and procedures you have established6. Include all activities in scheduleWhen developing your forecast and schedule make sure to include
- Breaks and lunches
- Multiple tasks (calls, email, etc.)
- Realistic buffer for shrinkage
7. Rank agents and match teams by personalityRank your agents
- Creating a schedule by agent rank can be very effective in reducing costs and increasing sales
- Rank according to call completion time, calls 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
- Your schedule should leverage this by teaming up the “right people
For more information about call center scheduling, please also see our new and updated corporate website.
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