Skill Based Scheduling with Spreadsheets?

Customers appreciate when their calls are received by the agents most qualified to handle them.

And this is certainly one of those instances where what is good for the customer is good for the contact center as well. Skill-based scheduling results in higher productivity, higher first call resolution and shorter call times. It plays to agents’ strengths and boosts their confidence.

Implementation of skill-based scheduling begins by establishing a clear tier system that ranks agents by skills based on call type. Ultimately, the goal is to have only agents that are capable of handling every type of customer call. Thus, performance remains consistent no matter how schedules may fluctuate.

Such scheduling based on specific skill sets is easily manageable with Workforce Management. Inclusion of skills is handled automatically by WFM, so it’s easier to fill each shift with fewer agents – those who have the requisite specialties to handle every customer encounter. Now, try to achieve the same results with spreadsheets, when each of your agents has 3-5 different skills. How would you even begin to take all of them into account and run various scenarios? Even if it could be done, it would take many, many more hours that could be devoted to other challenges.

Based on a recent call center industry analysis, approximately 20% of call centers still use spreadsheets for forecasting and scheduling. Those that do are missing out on the convenience, efficiency and flexibility of workforce management, particularly when it comes to this vital function.

Workforce management plays a prominent role in engendering employee and customer satisfaction through skill-based scheduling. Spreadsheets just can’t keep up. To learn more, please read this whitepaper about Spreadsheets vs. Workforce Management Software.

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