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.)
  • Training
  • Time-off
  • 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.