We have reported time and again that call centre scheduling can be a wonderful way of improving performance at the call centers. Here are some tips that you can use for effective scheduling of call center services.
First, make use of a flexible schedule model. Call centre services are flexible and vary from day to day. Some days you may have to put in some extra to make up for lost time. Such days also come in when you are lagging behind on your targets. If you have your call center agents work to predetermined timings, you will find yourself facing challenges on a daily level.
Second, reduce shrinkage by stringent adherence. Call centres often go weak on the question of adhering to time schedules. The best way to get rid of the lackadaisical attitude is to make the agents realize that a mere waste of 10 minutes can change things and have ripple effects all over the call center departments. They have to go out for lunches and comfort breaks on time and get back to the floor punctually.
To make sure that your call center agents are working hard at maintaining the schedule, arrange for incentives. Let the deserving ones be awarded and that will motivate the others to follow schedules diligently.
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