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Scheduling For Call Centers: A Guide for Supervisors and Managers

If you're a supervisor or manager in a call center, you know that scheduling is one of the most critical aspects of your job. However, it can be challenging to create a schedule that meets the needs of everyone on your team while also ensuring that all calls are answered, and customer service is provided at the highest level possible. In this blog post, we will discuss some tips for creating an effective call center schedule to help ensure that your center is running smoothly.

Use A Staff Scheduling Software

One of the easiest ways to create an effective call center schedule is to use a staff scheduling platform like ShiftPro. This type of software allows you to automate scheduling and rotation, review time off requests, and send out notifications to your employees, ensuring you can avoid potential conflicts or errors that can occur when scheduling manually.

 Plus, with the ability to invite employees to view and request their own schedule, your staff will always be able to see when they are working and can quickly request time off or make changes as needed. It truly is a one-solution answer to staff scheduling for call centers.

Hire Open-Availability Agents

While it may not always be possible, hiring agents with open availability can be a significant help when it comes to scheduling. These types of employees are typically more flexible and are willing to work the hours that are needed to keep the call center running smoothly.

 Of course, you will still need to schedule breaks and time off for these employees but having open-availability agents on your team can make it much easier to fill in the gaps when someone calls in sick or requests time off.

Use Your Best Agents During Peak Call Times

When creating your schedule, be sure to utilize your best agents when call volume is at its highest. This will help ensure that calls are answered quickly and efficiently and that customers get the best possible service. Reserve the slower times for training and development or for employees who are newer to the call center.

Increase Flexibility For Your Team

While it is essential to have a set schedule, it is also important to be flexible when necessary to keep your employees happy and engaged. For example, try to avoid over-scheduling employees or forcing them to work excessive hours, as this can lead to burnout and turnover.

 Instead, offer flexibility where possible, such as allowing employees to swap shifts with one another or giving them the option to take a break during their shift if they are feeling overwhelmed. By giving your team some flexibility, you can help to create a more positive work environment.

Analyze Efficiency To Adjust Staffing Needs

There are tons of essential call center metrics and KPIs that you can use as a manager to help you understand how your team is performing. But when it comes to scheduling, one of the most important things you can do is analyze your efficiency.

 This will help you to understand if you are properly staffed and if your current schedule is working well. If you find that you are consistently not meeting your goals, then it may be time to adjust your staffing needs or reevaluate your schedule.

Wrapping It Up

Scheduling for a call center can be a daunting task, but by following these tips, you can create an effective schedule that meets your team's and your customers' needs. 

 For the best employee shift management and scheduling platform, be sure to check out ShiftPro.io. With our easy-to-use software, you can automate your scheduling process and improve the efficiency of your call center. Schedule a demo today to see how we can help you!