Call Center Scheduling Solutions Challenge Spreadsheets for Dominance

Spreadsheets can be a wonderful thing, designed to make tracking and reconciliation a streamlined process. In the call center, spreadsheets have long helped managers to schedule agents according to forecasted needs. While moving to computerized spreadsheets was a smart move years ago, automated call center scheduling solutions are now making spreadsheets look cumbersome and time consuming by comparison.

It can be argued that smaller call centers are better managed with a spreadsheet approach, as fewer agents can be easily scheduled with this process. On paper, that could appear to be true, but consider these facts:

• The behavior of individual agents has a greater impact on the overall call center performance
• Fewer agents means increased need to multi-task, making skill-based scheduling more complex
• With fewer agents, it is more difficult to correct the schedule once it has been upset by unexpected events

Staffing has proven to be the most expensive resource in the entire call center budget, accounting for 60 to 80 percent of overall costs. As a result, even a one percent increase in productivity can have a significant impact on the bottom line. Therefore, an automated call center scheduling solution can give the manager more time, streamline the scheduling process and improve overall operating costs of the call center.

Monet Software is one provider of call center scheduling solutions that are designed to deliver a far superior scheduling experience as compared to the spreadsheet method. When evaluating flexibility, use of call history, skill-based routing and scheduling; tracking schedule adherence; staff expectations and desires; administrative time and the bottom line, there really is no comparison. Here are the key points that differentiate spreadsheets from call center scheduling solutions:

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