Call center managers face many challenges when it comes to scheduling their agents. High employee turnover rates, often caused by poor communication between management and staff, leave far too many call center floors abandoned during the busiest hours of the day. These variables typically cause a domino effect that negatively impacts Key Performance Indicators (KPIs), such as Busy Hour Traffic (BHT) performance, blocking percentages, and Expected Wait Times (EWT). Without proper employee scheduling tools, call center managers struggle to scale scheduling adherence metrics, which frequently causes important decisions to be based on inaccurate data.
Approving shift-trades and filling missed or open shifts are no longer time-consuming thanks to Active Schedules, a workforce scheduling solution that speaks to the challenges and demands of call centers of all sizes. Active Schedules' unique infrastructure is designed for call center managers to seamlessly manage their agents and ensure their call center floors operate like well-oiled machines. Schedule your workforce with Active Schedules today and discover how easy it can be to decrease employee turnover and increase company profits.
View Our Active Schedules Webinar
If you're unhappy with the time it takes you to schedule the right people to work the right jobs at the right time, YOU ARE NOT ALONE! Managers are always obsessing over time management and staff productivity. They ask:
Why are our employees still missing shifts when we post our shift schedules in the break room?
How can we reduce overtime and labor costs?
Our employee turnover rate is through the roof. What can we do to retain our best employees?
Register for one of our upcoming webinars to learn how workforce scheduling can help solve these problems and more.
CONTACT A VCS SCHEDULING EXPERT