Scheduling Time is the Greatest Problem Surrounding Multi-Skilled Agents

7.-What-problems-do-you-face-with-multi-skilling

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Almost half (48%) of contact centre professionals believe that the greatest problem they face with multi-skilling is the time it takes to schedule them.

According top our poll, other prevailing problems involved inaccurate results (38%), staff buy-in (37%) and difficulties with spreadsheets (34%).

Poll ‘What problems do you face with multi-skilling?’ – answers
34% – Difficult to do on a spreadsheet
38% – Inaccurate results
23% – Synching data with the phone system
37% – Staff buy-in
48% – Time taken to generate schedules

Source: Call Centre Helper website webinar poll: Forecasting and planning a multi-skilled workforce Sample size – 151 Date: February 2013

Author
Jo Robinson

Jo Robinson has worked at Call Center Helper since 2007. She started off as News Editor and is currently Operations Manager. Jo quality checks a large number of the articles on Call Centre Helper, along with caring for our customers, managing the eblast programme and sponsorship of our annual benchmarking survey.

Connect with Jo on LinkedIn

Scheduling Time is the Greatest Problem Surrounding Multi-Skilled Agents

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