Otherwise known as workforce management software, scheduling software is undeniably crucial in the smooth running of any successful call centre. It is used to manage day to day staffing levels, from break time management to meetings, holiday scheduling to planning long term hiring strategies. Don’t lose £’s on a poorly managed workforce!
As long as you have an internet connection, web based scheduling software can be used anywhere worldwide. Got multiple call centres all over the UK or dotted around different countries? Not a problem. Simply log on and view and manage your staffing levels from anywhere in the world! You can be in a completely different county to your call centre and still access and manage this piece of software – modern technology at it’s best!
No call centre can justify having hours and hours of unnecessary idle time. Scheduling software helps you to manage agent time effectively, ensuring calls are answered on time (meeting service level agreements) during busy periods and lets you plan and schedule breaks, briefs and meetings into the quieter periods, ensuring that all time is accounted for and agent time is being made use of in the most cost effective way.
Call centre scheduling software also aids agent management. Got a problem agent? Are they spending as much time in ACW as they are on calls? Taking too long for breaks or generally abusing the system? View precisely what your agents are doing every minute of the day and manage down bad behaviours that are costing your call centre money
