Workforce management is a complex job that has to take intricate and changing details into consideration. Scheduling involves everything from anticipating trends and scheduling agents for high-volume times to taking into account individual needs, recurring activities and one-time events. Since workforce management is such an important and challenging responsibility, we wanted to share a few scheduling strategies with you.
1. Hire part-time workers.
Even if you’ve never hired part-time workers before, it’s worth talking about with your HR department, especially if you know you need more schedule flexibility. Part-time workers know that they could be scheduled for any hours or days during the week, so they may be more flexible when it comes to setting or changing their shifts.
2. Stagger start times.
You know that you need to be properly staffed during peak volume, but those times may change based on special promotions or new product offerings. By staggering start times – like having some people arrive at 8 a.m. and then creating start times for other employees at 15-minute intervals – you’ll have coverage during busy times as well as flexibility for when those peak volume times change.
3. Offer over-time and time off.
During peak times, like the holidays, encourage agents to work extra shifts by promising over-time – most people could use extra cash flow this time of year. You can balance this out by offering voluntary time off without pay during slower periods – depending on their circumstances, some agents may be happy to take a day or two off even if they’ll get a smaller paycheck. If you find yourself over-staffed during slower times, consider what you can have agents do to contribute to the contact center, like take a training course, practice cross- and up-selling, or tackle special projects.
4. Plan supervisor time.
Your agents aren’t the only ones who need to be on board during peak volume – your supervisors should be accounted for, too. Some contact centers will have supervisors log in to field customer calls, while others may simply be more available on the floor to quickly answer questions. Ultimately, having supervisors factored in to your schedule means that complex queries and angry customers can be dealt with swiftly.
Workforce management has a multitude of moving pieces. There’s no one correct way to approach it, but experimenting with new strategies may get you closer to a balanced schedule.