| article_content"> | | | | often manage schedule deviations and absenteeism |
| Is Call Center Staffing Software the Right Move for | | | | without as much strain, there’s no reason why |
| Small Call Centers? | | | | small centers shouldn’t realize the same |
| Regardless of size, all call centers have the same | | | | benefits and cut even more costs than large centers. |
| basic goals of cutting costs, optimizing call center | | | | Call center staffing software is especially critical for |
| staffing, and meeting client service level agreements. A | | | | small centers when you look at shrinkage. For instance, |
| common myth is that only larger centers need call | | | | in a call center of fifty agents, occupancy is critical. If |
| center staffing software, but that assumes smaller | | | | five agents take breaks or go to lunch at the same |
| centers can’t afford the investment or | | | | time, occupancy decreases by 10% and service levels |
| won’t reap the cost-cutting benefits associated | | | | go with it. Call center staffing software prevents this |
| with larger centers. | | | | from happening by precisely optimizing agent |
| Not true. With a cloud-based or software-as-a-service | | | | schedules and forecasts. While one call center |
| (SaaS) approach, call center staffing software | | | | manager may think about hiring additional agents, the |
| solutions have become as easy as they are | | | | manager with call center staffing software will have |
| affordable. From reducing implementation and ongoing | | | | the data at his fingertips to accurately optimize future |
| costs to easily connecting anywhere to the | | | | agent schedules to dramatically reduce shrinkage. |
| pay-as-you-go model, cloud-based call center staffing | | | | Agent retention: Retention is one of the key factors of |
| software makes sense for small call centers as well. | | | | any size call center, but it’s especially significant |
| But small call centers do have some unique challenges | | | | when call center staffing revolves around a limited |
| when contrasted with larger centersespecially | | | | group. One of the many reasons agents leave is |
| when you consider call center staffing: | | | | because staffing seems random and does not |
| Unpredictable call volume: Since calling patterns tend to | | | | consider their personal needs. Agent morale increases |
| be far more diverse and marked by peaks and valleys | | | | when everyone understands and accepts schedules in |
| in small centers, call center staffing can be a headache | | | | advance, which reduces turnover and lets everyone |
| for many managers. They have to respond to spikes | | | | know what’s expected of them. It’s a |
| in volume on-the-fly, often without much historical data | | | | win-win for retention, but call center staffing software |
| to back-up their decisions. Call center staffing software | | | | achieves that and much more. |
| removes the guesswork and manual processes by | | | | While these are only a few of the many issues faced |
| predicting call volume and then optimizing agent | | | | by small call centers, they show that you don’t |
| schedules. At its core, call center staffing software | | | | have to be a large center to need call center staffing |
| solves the multidimensional problem of creating | | | | software. When you consider the cost to benefit ratio, |
| accurate forecasts and schedules in volatile | | | | most call center managers choose call center staffing |
| environments. | | | | software, especially now that it’s offered in the |
| Schedule adherence: Whereas larger centers can | | | | cloud (or SaaS). |