Call Center Scheduling Software

Scheduling in a call center is all about managing assets. Scheduling software produces benefits such as deadline fulfillment, reduced cost of labor, less management time devoted to writing schedules and improved employee morale. This is accomplished by using four basic modules of scheduling software including a Forecasting, Staffing, Scheduling and Reporting Module.

These packages allow managers to explore staffing scenarios through simulation and to make adjustments to schedules in order to improve the utilization of staff and equipment and meet critical deadlines. This combination between simulation and workforce management technologies helps managers to reduce labor costs, while avoiding penalties for failing to meet critical deadlines and can be used both for pure modeling and for production scheduling.

If managers want to validate the optimized schedules to assure employee and equipment utilization, they can export the schedules back and rerun the simulation. The schedules are then automatically adjusted to provide the optimal fit between workload and staffing. Scheduling spreadsheets are used to create rotating or fixed employee schedules. Employee scheduling software is ideal for manufacturing plants, health care facilities, service desks, police departments, fire departments and other organizations that need around the clock coverage. Excel spreadsheets can also be used for scheduling employees daily shifts, daily tasks or daily shifts and tasks. Shift scheduling is usually found in call centers, restaurants and retail stores where more than three shifts are required. Hence, the use of scheduling software packages minimizes the loss of time and enhances management processes leading to companies that run efficiently.

Josh Riverside