Schedule Exceptions: How Do You Handle Them?
The shift begins like any other at your friendly neighborhood call center. And then – something goes wrong.
Usually it’s an unexpected absence – an agent calls in sick at the last minute. Now the scheduling you’ve done for that shift isn’t going to work – if it has been completed on a spreadsheet.
But with the right workforce management (WFM) software, not only is the crisis averted, it never becomes a crisis at all.
By using the “Exceptions” feature in WFM, the remaining roster of call center agents for that shift automatically adjusts to compensate for the one agent that will be missing.
Of course, there are many other types of exceptions as well. Agents may need to miss part of their shift because of a training session or other work-related event. An agent may show up late for his shift, or return from lunch ten minutes after he should have started. If you’re lucky you may also have agents who work overtime to complete a project, rather than letting it sit until the next day.
The Monet WFM Live Exceptions feature covers all of these scenarios, automatically recording the times work stops and starts, and making changes as needed to avoid a drop in customer service.
And while this is happening, the software is also measuring productivity, and making sure the records accurately reflect how many agents were taking calls at any specific moment of any specific day. By getting those numbers right, it’s much easier to create forecasts and schedules that match caller demand and other call center needs.
For instance – perhaps you have discovered that customers waited an average of 60 seconds longer for an agent between 1pm and 1:30 on Monday. A spreadsheet might just show 20 agents working that half-hour. But WFM data will show that two agents didn’t start their shift until 1:10, since the lunch service was slow at Olive Garden that afternoon. Now you know that only 18 agents were at their desks, which likely accounted for the delays.
With a few clicks, a workforce management system delivers information about employee status and availability, and the schedule exceptions that are critical for accurate future planning.
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