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Home » Solutions » Articles » Call center scheduling software: its importance, three main modules and benefits
Call center scheduling software: its importance, three main modules and benefits  

Call center scheduling software: its importance, three main modules and benefits



 
 

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new CentriQS -15% OFF
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for small & midsize enterprises

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Task management software
for teams & small offices
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Importance of call center scheduling tool
Job scheduling in a call center or a contact center company is directed to managing assets effectively by using call center scheduling software . It is about the management and planning of agent work agendas and todo lists so that resource assignments are effective for both the agents and the company. Proper designing of both timetables and task lists helps avoid overstaffing and ensures that the agents work on schedule. By using that software , the managers of the call center are able to better plan and analyze the working time and workflow of the agents. It brings benefits such as deadline accomplishment, reduced labor cost, less time the manager devotes to designing schedules and templates, and also increased employee morale.

Three modules for the best solution
The managers derive the mentioned benefits from using three basic modules of scheduling tool , namely Planning, Staffing and Reporting. The combination of these modules in scheduler allows the managers to explore staffing scenarios and make adjustments to call center calendar and task lists in order to optimize the utilization of manpower and meet critical deadlines. Scheduling and employee management help the managers to reduce cost of labor, while avoiding unmet critical deadlines in call center schedule and making a pure planning for task lists. The winning combination of three modules of scheduling software brings the effective workforce management solutions, including the following:

  • Todo lists planning as the way to monitor history of previous calls to plan out volume for the future. After the managers have got data from call center scheduler for a few years, they can more finely tune task lists of the agents. In this context, the key element of call center scheduler is to give the managers a chance to set up patterns and trends based on task history data.
  • Call center schedule designing is the solution that allows to design daily shift schedules of the agents. In call center scheduling software helps ensure that the call center has the proper number of the agents for each shift. Call center scheduling software helps increase service level and put the agent effort in accordance with the number of customer requests.
  • Workflow analysis is an effective way to monitor the agent performance, reveal failures and develop mechanism to prevent process breaks and idle work hours. It keeps all information about cal center task lists to provide the managers with data for analysis.
Worksheet software for personnel management
Managing call center calendar and call center task lists with VIP Task Manager
VIP Task Manager supports three modules of call center scheduling software , so it can be used in call centers to plan tasks, manage staff scenarios, schedule the workflow and get reports. VIP Task Manager includes the following tools for better call center management:
  • Task List is aimed at executing task lists by the agents.
  • Task Tree will be a perfect tool for the managers to create a tree-like structure of workflow and to assign task lists to agents.
  • Calendar is a convenient scheduling tool that allows to design calendar and schedule agent daily shifts and daily tasks. Call center schedule can be exported to Excel sheets.
  • Resource List is a great tool for staffing the call center and managing employee responsibilities.

If the managers want to analyze the work done, they can use Report Builder of VIP Task Manager software . It allows to monitor details of task lists (e.g. task history, deadlines, priorities, resource assignment), calculate spent working hours and labor costs, etc.

Read also a new article about process management - project management client-server software for Windows

     

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Task management software
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