By Dianne Porter S cheduling agents poses a monumental, time-consuming challenge for call center management.
Proper scheduling ensures a call center can promptly handle calls, without callers feeling rushed.
Calls are answered at the Columbus site 12 and a half hours a day, five days a week, in addition to other sites around the country. The time-consuming process ate up a lot of overtime dollars and involved complex procedures to make sure the right associates were scheduled for the right shifts. Calls not answered due to improper scheduling also significantly raised costs, she adds. Scheduling is done once a month and forecasting for trunk lines and specialists must be undertaken at least twice a year. He spent quite a bit of overtime just working on schedules.