Knowing which agents are on reserve, and notifying them in advance, ensures you can offer extra work to the agents who want it.Īs any call center manager has experienced, it’s important to rely on intraday scheduling to cover unexpected day-of changes in your call center. Therefore, it’s wise to develop a pool of reserve agents who you can call in as needed. Develop a pool of reserve agentsĮvery employee who’s off the clock is not going to be available-or eager-to come in on short notice when an agent has unexpectedly called in sick. Making sure agents are getting their preferred schedules, whenever possible will also keep morale high and attrition low.

Hiring people whose shift preferences match your scheduling needs is the optimal way to secure the coverage you need, and prevents a lot of frustration and headaches when building your schedules without constant gaps on Saturday nights.Īt the time of hiring new agents, be sure to explicitly keep their availability in mind, so that they can fill the gaps of your schedule, and in turn allow you to keep tenured employees available during peak times. But we’re pretty optimistic… Hire agents with availability in mindĭo you have an overabundance of agents willing to work Tuesday mornings, but nobody who wants to come in Friday evenings? Is it a constant battle to fill your night shifts? Look, we hear ya. We’re absolutely certain that these nine tips will make everyone's lives easier.

Although call center scheduling comes with its challenges, being mindful of best practices can help ensure your center is successful.

Call center training best practices