Managing PTO and Call Center Agent Vacations
The warmer weather outside means summer is coming – and what is it that comes with summer?
In the call center business, the answer is summer vacations. If paid time-off (PTO) requests from agents haven’t already started to escalate, it’s probably going to happen any day now. And while your agents look forward to those welcome respites from customer complaints, their days off can cause headaches for call center managers.
If it’s your job to coordinate schedules and agents on different shifts with different skills, PTO is just another variable in a process that is already difficult – at least, at those call centers without a workforce management (WFM) solution.
WFM streamlines PTO processes, and take some of the pressure off both managers and agents.
Monet WFM Live can be used to plan and track PTO accruals. The system automatically enters all necessary information into the contact center’s schedule and staffing roster. It is also possible to integrate the WFM system into the company’s human resources system to track and manage all related data.
Once the system is in place and procedures are established, Monet WFM Live can also allow agents to schedule their own PTO. That results in happier agents, which is not only great for their peace of mind, it could keep them on the job longer.
Given the rising costs of hiring and training new agents, any action that boosts agent satisfaction should not be ignored.
If time-off planning is too time-consuming at your call center, call us to find out how you can start handling PTO more efficiently.
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