If you are still using spreadsheets to create schedules for your staff consider agent scheduling software. This software is designed to not only make scheduling simpler, it will also help a manager optimize their call center staff.

With agent scheduling software, a manager has the capability of arranging the number of agents and inbound lines needed for any given day. From week to week, even day-to-day the volume of calls and the average length of calls vary. These can all be staffed accordingly.

Designing a daily schedule is also simple. Different shifts, requirements and assignments may vary each day also. These can all be managed with the software. The agents will be able to view the schedules from a web browser and sign up for overtime or offer volunteer services. They can arrange for time off, find replacements and trade shifts. Managing their own schedule provides more flexibility for the employees, which will translate to higher employee satisfaction.

Managers are thrilled that it improves attendance and decreases attrition. Utilizing agent scheduling software helps the agents get placed where their appropriate skill set lies and this maximizes service calls and improves customer satisfaction.