Call center scheduling software: why use it?

Written by Anastasia Zoldak

Call center scheduling software helps managers create call center staff mixes that provide information and route incoming calls to personnel with the necessary expertise.

Call center scheduling software: The benefits

Call center scheduling software provides detailed statistics and metrics in such areas as incoming client calls, customer hold times, and the number of calls each staff member handles in a day, week, or per hour. This provides a business with information that directly correlates to the call center's overall effectiveness.

Scheduling software provides metrics that enable managers to forecast future call volume, identify staff members who fall below the company average, and aids in the distribution of staff. By optimizing staffing and productivity, a business can reduce labor costs while maintaining quality. Overstaffed shifts and overtime issues can also be eliminated.

In addition, call center scheduling software cuts down on the time managers spend in creating schedules. This allows them to increase call center productivity with standardized and measurable metrics that monitor each staff member's daily calls. Staff that falls behind can then be counseled or retrained as needed.

With the use of call center scheduling software, businesses can send schedule changes or call center announcements quickly by e-mail, or even text messages. This allows call center managers to increase or decrease shifts as needed. As a result, labor costs are better controlled and positions can be added or eliminated based upon call center metrics.

Features of call center scheduling software

A quality call center scheduling software product will offer a number of features that will allow businesses to adjust schedules quickly, track incoming calls, and provide metrics for management.

The features should be able to adjust schedules based on real-time incoming data. Employees should be able to review schedules and read updates online or via e-mails or text messages.

Management should be able to review call-staff performance and call center metrics on demand. In addition, scheduling software should be available on a 24-hour basis. The product must be easy to implement and upgrades need to be automated.

Technology

Voice over Internet platforms (VoIP) allow call centers to support real-time quality assurance for incoming calls and supports performance analysis. VoIP call center software is an integral part of any call center solution. It’s a cost effective tool for the identification of staff strengths and weaknesses. When VoIP call center software is used in conjunction with a quality call center scheduling software product, managers can identify individual problems or retraining opportunities as needed.

Why use call center scheduling software

Economic downturns are a part of every business cycle, so companies must be prepared to adjust controllable costs to survive. The use of call center scheduling software helps in maintaining proper staffing levels without a decrease in the quality of services. Call center scheduling software allows managers to review workforce habits such as employee arrival and departure times, length of break and time utilization, which in turn, helps the company focus on growing the business.

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