Four Steps to Streamline Scheduling

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Managing schedules for part-time agents in a contact centre can be challenging, with fluctuating availability, varying call volumes, and the need to balance coverage with cost making it a complex task.

But it doesn’t have to be a guessing game, as with the right approach and tools, you can create a balanced, efficient schedule that works for both your contact centre and your team.

To find out more, we asked Victoria Piazza, Marketing Manager at MiaRec, to explain how flexible scheduling can improve your adherence strategy.

Video: Improve Adherence With Flexible Scheduling

Watch the video below to hear Victoria explain how to use flexible scheduling to improve your adherence strategy.

With thanks to Victoria Piazza, Marketing Manager at MiaRec, for contributing to this video.

This video was originally published in our article ‘10 Ways to Kick-Start Your Adherence Improvement Strategy’

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How to Manage Agent Schedules

Schedules can cause complications when aiming to improve adherence, as Victoria explains:

“Many contact centre agents are part-time, so their schedules can vary from week to week, which can be difficult to stay on top of.

It’s also a delicate balance to make sure you have enough agents to handle the expected volume of calls, but not too many that you waste resources.”

These steps can help you optimize staffing while keeping operations smooth and efficient.

1. Use a Scheduling Tool Built for Flexibility

Adaptability is key when working with part-time teams, and modern scheduling software makes it easier to adjust shifts based on availability, while giving agents clear visibility of their hours.

“Using a powerful scheduling software allows for flexibility, easy access to schedules, and automatic reminders.”

Features like mobile access and automatic notifications reduce missed shifts and confusion.

2. Forecast Demand With Data

Use what you know to plan ahead, by leveraging historical data and predictive analytics to anticipate call volumes and peak times.

“Between your historical data, predictive analytics, and workforce management software, you can optimize staffing, forecast your demand, schedule shifts, and manage your agents breaks and absences with ease.”

This ensures you’re staffing appropriately, enough cover without unnecessary overspend.

3. Automate Routine Tasks

Let technology do the heavy lifting, by using automated scheduling, reminders, and break management to reduce manual effort and help prevent gaps in coverage.

This allows managers to focus on higher-value tasks rather than constant rota adjustments.

4. Monitor and Adjust in Real Time

Stay agile as things change, and even the best plans need tweaking. Real-time insights from your workforce management system let you adjust on the go, whether it’s handling unexpected absences or sudden increases in volume.

If you are looking for more great insights from the experts, check out these next:

Author
Robyn Coppell

Robyn Coppell has worked as Digital Content Manager for Call Center Helper since 2021. After University her first job was in a contact centre and has stayed in this space ever since.

She has experience of contact centre operational management, software systems, css and php coding. She edits a lot of the guest content that is published on Call Centre Helper.

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