Workforce Management Featured Article
Agent Shift Swapping Beneficial for Call Center Scheduling
There are a few headaches when it comes to managing an efficient call center. With so much to keep tabs on, from operational strategies, financial objectives, equipment maintenance and employee schedules, it can be overwhelming serving customers and improving processes. Call center scheduling shouldn’t be one of the obstacles when running a smooth operation, but sometimes agent shift swapping can pose as a challenge in keeping things seamless.
In reality, it’s not as much of a hassle as it is made out to be. Giving agents the ability to swap shifts with each other, while perhaps tedious in the paper trail end of things, solves issues more than it creates them. For example, allowing for shift swaps can reduce absenteeism. Some centers maintain a shift swap board where agents post days they need off and their schedule, and other agents may volunteer to trade days off or shift start times.
Experts in call center scheduling, Monet Software, says that while shift swapping can be beneficial, it’s not something that should be overused.
Call center managers can allow shift swapping and limit it to a certain amount per month per agent, thereby eliminating any confusion and keeping customer service consistent productivity high. When it comes to the agents, the system needs to be monitored closely to ensure fairness amongst all employees.
Of course, last second swaps happen due to emergencies or other unforeseeable events, but outside of these instances, managers should have a policy that advance notice be given for any swaps. All of this can be mitigated and managed through the right call center scheduling software.
Running a successful call center or help desk requires getting the right number of agents in place at precisely the right times. Staffing too many call center agents needlessly drives up costs and staffing too few agents at peak times causes your service level to suffer and shift swaps can be difficult to track without the right solution. Call center scheduling software can help precisely schedule call center agents when they are needed while complying with constraints on their availability, work hour limits, and labor costs.
Edited by Amanda Ciccatelli
