Implementing staff scheduling software is the first move smart call center managers make when they want to reduce costs, improve productivity, and increase service levels. Unlike using spreadsheets, staff scheduling software automates the entire forecasting and scheduling process to give call center managers more flexibility and control.
Let's look at a few of the challenges of using manual spreadsheet processes instead of staff scheduling software:
- Data capture: ACD systems provide massive amounts of data that must be manually typed into spreadsheets, which is incredibly time-consuming. Instead of automating the process with staff scheduling software, the manual approach simply takes too much time and pulls the manager away from more important tasks.
- Spotting trends: Without staff scheduling software, it is difficult to spot long-term trends over weeks and months. This data is priceless in accurately forecasting and scheduling agents since it saves the call center money and makes it far more efficient.
- Schedule adherence: In a small call center, one agent not following his schedule can result in a failure to meet service levels. Tracking schedule adherence becomes a daily challenge with a spreadsheet approach, whereas staff scheduling software automates the process and ensures agents precisely follow their schedules.
- Analyzing options: Unlike manual spreadsheet processes, staff scheduling software automatically suggests options and alternatives for scheduling agents more effectively.
- Overstaffing and understaffing: The inherently inaccurate spreadsheet approach to forecasting leads to overstaffing and understaffing, which costs the center money and can severely impact service levels if customers have to wait for long periods to get their issues resolved. Staff scheduling software provides accurate forecasts to avoid staffing problems.
In stark contrast to the above problems with manual spreadsheet processes, staff scheduling software:
- Reduces administrative time: Staff scheduling software drastically reduces the administrative time spent on forecasting and scheduling. Most call centers see a reduction by as much as ninety percent after implementation.
- Decreases idle time: Accurate forecasting closely aligns agent schedules with call volumes, so agents aren't getting paid to wait for calls to come in.
- Slashes shrinkage: Staff scheduling software precisely measures the sources of agent shrinkage and provides tools to reduce its occurrence.
- Increase productivity: Accurate forecasting and scheduling on the floor gives managers the ability to schedule coaching sessions to increase skills and productivity across the center.
- Improve service levels: Service levels improve when the workforce is correctly matched with the workload. Agent schedules can be changed in real-time to adjust for fluctuations in call volume, and skills-based scheduling ensures that calls are routed to the best agent to handle the customer issue.
The literal and figurative bottom line is that staff scheduling software streamlines the complex processes of producing accurate forecasts and schedules. Manual spreadsheet systems simply can't compete. The result is a loss of time and money-and daily, unnecessary frustrations.
Visit www.MonetSoftware.com or call Monet Software at 310.207.6800 to see how staff scheduling software cuts costs and improves productivity in call centers.
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