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Forecasting and Scheduling Home-Based Agents

Posted: by: Chuck Ciarlo

Many companies have discovered the advantages of virtual call centers, such as the cost reductions derived from agents working from home, and a more flexible scalability than what can be imposed at a brick and mortar contact center.

It’s an arrangement that is also preferable for many agents. They eliminate the time and fuel costs associated with driving to and from the contact center, and it allows parents of small children to be closer to their families. There is also something to be said for the trust shown in agents that work remotely, which is appreciated and often inspires greater confidence and performance. 

Forecasting, Scheduling and Telecommuting

The evolution of cloud software has accelerated the work-from-home trend, as it provides the same service capabilities to an agent’s home computer as can be accessed at the call center. 

No installation is required, data sharing remains secure, and managers enjoy even more flexibility in the forecasting and scheduling process. Forecast simulations can be run in the same way as with an office-based workforce, and scheduling will be easier because of greater agent availability. 

Now it’s easier to always meet optimal service levels, as managers can create a pool of back-up telecommuting agents for times of increased call volume, peak calling seasons such as holidays, or for when there are just too many unexpected absences. 

Best of all, with an automated, cloud-based workforce management solution, managers receive the same detailed reports and real-time information on employee performance, agent activities, shift assignments, schedule adherence and other data, regardless of whether the agent is working from home or elsewhere.  

Managers used to a more traditional contact center environment make require some adjustment, but the benefits of cloud-based WFM, and the positive reception of agents who would prefer to work from home (and now may stay with the company longer) should ease the transition. 

Any system that assures service levels are being met while costs are being reduced is certainly worth a try.  

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