Call Center Scheduling

Call Center Scheduling

GO TO CARTOON CATEGORIES

Call Center Scheduling

In reviewing call center scheduling tools, call center executives should make sure to consider key features like the ability to have agents check their schedules online, schedule changing capabilities, and schedule bids.

Call center agents should be able to view their schedules online for the days they have been scheduled to work.   This ability should of course be available to managers and supervisors who should know who is scheduled to work and when.  A prospective call center scheduling software should provide not only high level visibility to the agents work hours, but should provide detailed entries about their daily availability (lunch, breaks, etc).

As with any other job, circumstances change with employees and schedule changes may be requested to accommodate changing needs.  A good call center scheduling solution should facilitate the schedule changing process in a way that provides agents and supervisors immediate feedback about the status of the request.  

Along the same lines as schedule changes, shifts bidding should be as automated as possible.  When shifts become available, eligible agents should be provided access to select temporary or permanent schedule changes.  Upon receiving the shift requests, supervisors should be able to select the agents that best meet their needs.

More Cartoons - Visit our various cartoon categories.

Call center  Books

Choose from a variety of industry related books to help you keep up with  call center trends.

Search Jobs & Resumes

NOTE - You may use the cartoons on this site free of charge as long as they are for personal use.  Free cartoons may not be reproduced or distributed in any way. 

TOPICS

Find Call Center Virtual Agent

Free Online Call Center Training

Home Call Center Employment Work

REFERENCE: CARTOON # 87