From the course: Managing a Customer Contact Center

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Effective scheduling

Effective scheduling

From the course: Managing a Customer Contact Center

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Effective scheduling

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- If you've managed a contact center, have you ever looked at a supervisor monitor or taken a quick headcount and wondered, "Where is everybody?" I have a hunch that every manager has asked that question at one time or another. Effective scheduling is a two-part effort that includes steps six of the planning process, calculating schedule shrinkage. In step seven, organizing schedules. Here we'll look at both steps, then turn to the three secrets successful contact centers use to get great results. Schedules need to realistically reflect the many things that can keep agents from actually being at their desks and handling the workload. Rostered staff factor is a numerical representation of the staff you need over and above base staff to account for shrinkage. Here's an example. The first column reflects base staff required, and that comes from prior planning steps. The next three columns show examples of the…

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