As a call center manager, you’re faced with new challenges daily. One of the most recurring and complex challenges is figuring out call center scheduling. Figuring out what volume of calls you had and matching that with agent availability isn’t easy. In fact, nailing it regularly requires constant vigilance.
Spreadsheets simply don’t allow for all the variables you need. It’s why so many call centers are turning to automated solutions for their call center scheduling. This gives you real-time information that can be updated on the fly, allowing a call center manager to look at the bigger picture and provide day-to-day solutions. Even with the right tools, you may find yourself struggling with call center scheduling. However, we have some tips to help get you on the right track.
Analyzing Your Metrics
Begin to keep a record of all call metrics and take a look at them regularly. If you are using an automated call management system, you may even be able to generate reports automatically and then review them from there. Going through the numbers isn’t always the most thrilling way to spend your time, but you’d be surprised at how much light is shed by deep diving into your analytics and translating that data into your daily processes.
Scheduling Your Top Agents
Once you break into your metrics, it should quickly become clear when your peak times are. And knowing what those peak times are will also necessitate scheduling your top agents during those times. You want to ensure you’re getting through calls quickly and efficiently when you’re at capacity, so bring in your best talent who can still give great service even under the wire.
Evaluating Your Agents
If you want to find out who your top agents are, it’s important that you perform routine evaluations to determine that. Some people are better at the more customer service-oriented aspects of working the phones, while others have may have a broader knowledge of the subject matter and can multitask. Determining who excels at what can help you schedule your agents easier and will result in better working conditions for everyone, which also means higher productivity.
While certain agents are going to excel at certain skills, that doesn’t mean they’re limited to those skills. If you ever have downtime, cross-train your agents so they understand a wider set of disciplines and can fill in any gaps when necessary. A more well-rounded workforce allows you to stay flexible and meet call center scheduling needs.
Contact TeleRep Today!
If you are ready to install a call center service for your business, TeleRep is here to help. If you still have more questions, our trained professionals are ready to answer them. We know how important customer feedback is to you and your business, so let them know that you care with an answering service. To learn how TeleRep can help you today, visit us online or give us a call at 1-800-638-2000. To keep up with our work and to see what we have been up to, be sure to follow us on Facebook, Twitter, LinkedIn, and Pinterest.