Workforce Management Featured Article
Why Automation is Better for Call Center Scheduling Efficiency
There are a number of metrics that call center management examine in assessing the performance of the customer service division. Criteria like number of abandoned calls, number of calls per hour, absenteeism, schedule adherence, First Call Resolution, call escalation and so much more are examined on a regular basis. If you don’t have the right agents in the right place at the right time, however, these metrics may not matter.
Call center scheduling is critical for the success of the call center. In order to ensure you can effectively schedule accurately and launch operations through your workforce management platform, you have to rely on data. This data is often based on what has happened within your call center in the past and what you’re anticipating in the future. For instance, your workforce management solution will provide steps for forecasting volume before you implement your schedule. The more information you have to make decisions, the more accurate your outcomes.
Consistency in call center scheduling is critical for optimal outcomes. If you spend all of your time ensuring you have the right people at the right time, you won’t have room in your schedule for quality monitoring, training or listening to the voice of the customer. But how do you efficiently gather the data you need to drive the development of your efficient and consistent schedules?
In the call center space, it was traditionally the norm to gather this data through spreadsheets and it would consume a considerable amount of time. Even when accuracy was a priority, the results were still riddled with problems and the flexibility needed for optimal workforce management was lacking. If last minute changes were needed or other problems occurred, the system wasn’t flexible enough to allow for adjustments easily. Plus, the data generated through manual processes doesn’t allow for capturing platform-based data that can enrich projections.
Therefore, it’s time to implement a different way of scheduling for workforce management. Technology and companies like Monet Software have made that possible. Solutions provided by the company improve call center scheduling accuracy and deliver the necessary resources to automate much of the management of agent activities, such as start times, end times and break times.
If you’re ready to infuse your call center with the efficiency and speed promised in an automated platform and eliminate the challenges presented with manual processes, it’s time to consider call center scheduling and workforce management solutions from Monet Software.
Edited by Maurice Nagle