Scheduling the work of agents is a key prerequisite for the successful operation of a call centre. The British Call Centre Helper website recently asked call centre managers from among its readers to share their recommendations about which procedures work for them. The most interesting tips are summarised below.

Overlap start times of shifts

An hour overlapping the end of one agent's shift and the start of another's will give you more flexibility. Show the schedule to the agents five weeks in advance.

Choose an agent to compile the summer work schedule

During the summer holidays, choose an agent to prepare the work schedule for the following month. It has been shown that someone preparing a work schedule for his or her colleagues makes extra efforts to keep everyone happy.

Reward flexible agents

If you are struggling with employees who reject flexible work schedules, find benefits for those who are flexible. This may be, for example, a common lunch which turns out to be a powerful tool for holding a team together.

Draw up weekly reserve lists

Always plan for reserve agents who will attend work beyond their normal shifts in case of illnesses or critical events.

Allow agents to exchange their shifts

Give them the right to make changes in your workforce management system (WFM). The possibility of making decisions is good for encouraging employee morale.

Take into account the agents' preferences

Try the strategy of expanding your workforce management system to consider the preferences of your agents. Offer, for example, five different preferences according to which the system will allocate the most appropriate shifts.

Offer different lengths of breaks and shifts

Allow your agents to choose half-hour or one-hour lunch breaks so that they can go home earlier if they wish. At weekends or on days when there are fewer phone calls during the afternoon, also offer the possibility of going home earlier.

-Kk-