5 Tips to Optimize Your Call Center Mix

Effective scheduling is very important for call centers. The reason is because call centers often experience extremely high volumes of calls. In order to deal with these calls properly, there must be enough employees at work when necessary.

However, the schedule must also be able to cater to the employees, and not just the employer. Otherwise, employee dissatisfaction can occur. Here are five tips to optimize your call center mix.

1. Prioritize Peak Hours

Peak hours are the most important times for call center businesses. The reason is because this is when the most work needs to be done, and when there is the highest volume of calls to be answered.

So, when you make your schedule, it is imperative to make sure that you always have enough employees at work during peak hours to handle the call volume.

2. Schedule breaks, training sessions, and other activities away from time when agents are needed to answer calls

If you schedule non-call answering activities during the wrong times, then this can significantly reduce the efficiency of your call center. For this reason, it is much better to schedule such activities during periods of very low call volume.

3. Be mindful of time zones

Call centers are often located in different time zones, and even in different countries than the places that use their services the most. Due to this fact, it is important to carefully consider the time zones of your customers when you make your schedule, and plan around their work hours whenever possible.

4. Use Workforce Management Software

Employee schedule maker, such as the app offered by NimbleSchedule can be used to create schedules, approve shift or shift swap requests, track employee work hours, and many other things, all from a mobile device. Workforce management software programs such as the NimbleSchedule app can be a tremendous help when it comes to optimizing your scheduling process.

5. Have enough employees to fill all required shifts

Without enough employees at work to handle the calls, your call center can quickly fall behind. Not being able to handle high call volumes can lead to many frustrated customers. This can cause your business to suffer. So, to prevent this problem from occurring, you can simply make sure that every shift for your call center has enough employees scheduled to work to handle the call volume.

Karin Jakovljevic

About the author

Karin Jakovljevic

Karin Jakovljevic is the head of marketing at Ximble, a powerful, cloud-based workforce management system, simplifying employee scheduling and time tracking for retailers, restaurants and small businesses.

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