The Pitfalls of Scheduling – And How to Avoid Them
Scheduling mistakes are frustrating for managers and agents, and ultimately for your customers. You review your forecasts and you do your best, but if the numbers on paper are not matching up with what happens during a shift, here are some possible reasons why, and what you can do to achieve better results.
Historical data reveals patterns that should make scheduling easier and more accurate. But don’t just stay in the shallow end of the data pool and factor in the obvious peak calling times and slower portions of a day or a week. Account for holidays and seasonal shifts, new product introductions and weather impact. And make sure your schedule includes lunch breaks, training sessions and other times when agents will not be available to take calls. An automated workforce management solution is the easiest way to collect and analyze this data, and then schedule accordingly.
The further out you create a schedule, the more you’ll have to account for shrinkage. You can foresee sick days and vacations for the week ahead – but two months from now? It’s impossible – so consider shrinkage so the circumstances you can’t anticipate now will not result in an under-staffed contact center.
Schedule Breaks as Well as Work Time
It’s one thing to account for breaks within a schedule – it’s another to actually affix them to a specific time, and expect your agents to adhere to it. Otherwise you may have too many agents taking breaks or heading out to lunch together at the same time, which will derail any schedule. WFM software can automatically assign breaks at the optimum time, so that impact on coverage and service level is minimized.
Work With Your Agents’ Needs When Possible
Agents are more likely to adhere to a schedule when the contact center is open to their work preferences. At a typical business there may be full time and part time agents, some working for home and some for whom this is a second job. Taking these factors into consideration will require more flexibility in schedule creation, but there are definite benefits to having a range of shift solutions available.
Full-Time vs. Part-Time
There is a stability to a full-time agent team that many contact centers find more desirable. But call patterns may result in too many agents collecting salary for doing nothing. That’s why some contact centers hire enough full-time employees to cover anticipated demand, and use part-timers to handle peak hours. The right mix will vary depending upon the business, but many find a 75% to 25% ratio of full-time to part-time agents will suffice.
When it is easier for agents to manage their preferences, it is easier for managers to create schedules that take into account their future availability. This should be a consideration when choosing a WFM solution.
Don’t Make Assumptions on Agent Preferences
“No one is going to want to work Saturday night.” Really? What about the agent who would rather attend his daughter’s soccer game on Saturday afternoon? Chances are you won’t need as many agents for the types of shifts generally viewed as undesirable, but you may be surprised at how many part-time or work from home agents will gladly take them. Don’t look for scheduling problems where they may not exist.
Regular Shift Reviews
Most veteran agents do not embrace shift reviews willingly. But contact centers should go through this process at least once or twice each year to confirm whether shift schedules are meeting customer service goals, and to determine if personnel changes might further optimize the agent skill sets available at any given time.
Equal Access to Preferred Shifts
One aspect of maintaining agent morale is making sure your team members believe they are being treated fairly, especially when it comes to the hours and shifts they are assigned. Scheduling that allocates more desirable shifts to the same agents week in and week out will alienate some employees, and that could impact their job performance and productivity. By distributing shifts equitably during the scheduling process, you can avoid such resentments before they are passed on to your customers.
Fill Vacant Positions as Quickly as Possible
This may be obvious but it still needs to be said. Few contact centers are immune to the challenges of agent attrition. The recruitment, hiring and training process to fill open positions is one that nobody enjoys, as well as one that places additional cost burdens on the contact center. However, the alternative is moving forward short-staffed, which inhibits scheduling flexibility and puts more stress on the agents you still have. It also limits your capacity to dismiss under-performing agents, as someone taking calls is better than no one at all. Resist the temptation to wait for peak season to begin your next recruitment campaign.
The Right Tool for the Job
Part of optimum scheduling is making sure the right agents are handling the right calls. With a tool like Monet Record you’ll have insightful data on how different agents handle different calls. That gives managers a way to determine which team members are best suited for different customer engagements. Monet Quality makes it easier to retrieve calls by specific type, and provides additional reporting and analytics to further assess each agent’s skills.
Unfortunately, the status quo rarely remains the same in any call center, so all these calculations must be regularly updated and re-examined. Monet Metrics delivers agent analytics, real-time alerts, scorecards and customizable reports, as well as data on key performance indicators such as agent adherence and service levels. This information can then be used in conjunction with workforce management to further refine the art and science of scheduling.
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