Call Center Scheduling Tip #5: Include all activities into the schedule | Workforce Management Blog

Information how you need it.

Interested? Monet offers exceptional videos that allow you to explore how we can help, at your own pace. Click below to select from a wide variety of quick, informative and self-paced videos that you can watch right now.

Watch a Demo

Quick, informative and self-paced videos you can watch right now.

Watch Now

No, thanks. Keep Reading.

Call Center Scheduling Tip #5: Include all activities into the schedule

Posted: by: Chuck Ciarlo

A schedule driven by forecast and basic agent requirements might work, but won’t boost performance and productivity. When trying to determine agent requirements to meet a desired service level, if not all agent activities are being factored in, it will lead to under-staffing and lower service levels including abandoned calls. When developing your forecast and schedule make sure to include breaks, multiple skills of agents, training, time-off and a realistic buffer for shrinkage.

It might help if you categorize all activities based on your unique situation. Here is an example:

1. Work related to incoming “call” load

  • Call time and after work related to calls
  • Outbound if triggered by inbound calls
  • Chat (if important to your business)

2. Other activities that are related to calls

  • Breaks, lunch
  • Training
  • Absenteeism

3. Measurable activities, not part of core staffing

  • Meetings
  • Admin or research work
  • Correspondence
  • Emails
  • Outbound calls

4. Unproductive time

  • Smoking, etc.
  • Getting supplies
  • Other
Comments are closed

A More Efficient Call Center in One Minute?

These are just some of the real-world benefits experienced after implementing Monet WFM software.

Watch Video