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 AION, a workforce scheduling solution that speaks to the challenges and demands of call centers of all sizes. AION's 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 AION today and discover how easy it can be to decrease employee turnover and increase company profits.
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