Call Center Scheduler

Call Center Schedulers

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Call Center Schedulers

Call centers depend on their ability to leverage staff in order to respond to customer calls and emails within agreed service levels.  In more complex operations, call center scheduler software, is used to determine the best staffing model.  

Call center schedulers, as their name reveals, allow call center managers to automate the scheduling process, which can translate into a significant decrease of time spent on this task.  However, schedulers do much more than just automate the staffing function for the days ahead. 

 In terms of overtime requirements, schedulers can alert WFM personnel about the need to schedule same day overtime or the need to send agents home. 

Call center schedulers also have the ability to consider the effect that part-time employees can have on the operation.  The software may point to the fact that hiring several part time employees may be  more cost effective, and better for SLAs, than hiring just a few full time people to cover the same hours. 

In general terms, call center schedulers have the following benefits: 

• Increased efficiency for the contact center as the right number of people on the phones and the right time.

• Proactive staffing management instead of reactive, and usually expensive, ramp ups for call volumes that have already passed.

• Consistence in scheduling expectations, so that reps know when they will work ahead of their next shift.

• Fairness in who gets scheduled and why.  The system makes the schedule based on need and nothing else.

• Better customer experience because wait times are reduced by the presence of available reps

• Accurate forecasting that looks at immediate, mid range, and long range needs.

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