Call Center Schedule Rotations: The Basics

It takes both art and science to staff a call center. Next to hiring the right personnel, call center shift scheduling plays the key role in maximizing resources and making sure calls are handled in a courteous and efficient manner.

There may be some instances where one week an agent needs to work a specific shift on a particular day of the week, and then the next week work, different shift on the same day. Call center schedule rotations should balance available staff against predicted call volumes. Data from call center recording software and workforce management solutions should provide the answers necessary to improve this process of call center shift scheduling.

However, there are always variables with call center and rotation scheduling, from shift swaps and vacation seasons when more agents are in Hawaii instead of at their desk, to unanticipated call volume swings, weather events that close contact centers, and more.

This is important stuff, but the time spent working on adjusting rotations and changing schedules is also time that is not being spent on other facets of the call center, such as improving service levels and achieving the company’s operational and fiscal goals. So optimizing call center shift timings and rotations needs to be done, but it needs to be done quickly.

The role of workforce management software

The more a call center can rely on automated workforce management software to streamline schedule rotations, the more time that leaves for management to deal with other issues. Communication is the key, and call centers should choose a workforce management solution that includes omnichannel demand forecasting to help determine optimal timing for call center shifts – morning shifts, night shifts, and on-call shifts.

Modern workforce management solutions give both agents and managers visibility into a wide range of scheduling metrics which makes it easier for agents and management to adjust to changing situations in call volume. Rules can also be programmed around shift rotations, making it fair and equitable for all agents. Workforce management also optimizes agent schedules to align with demand forecasts while meeting employee scheduling preferences and ensuring compliance with applicable labor laws.

In addition, workforce management can track how well agents are adhering to their schedules, and where action may need to be taken. New to workforce management software solutions is the addition of AI-powered bots, like Verint’s TimeFlex Bot that enables agents to make schedule change without the need for manager review and approval.  TimeFlex Bot empowers flexible call center scheduling to give agents the flexibility and work-life balance they desire while improving the quality of call center schedules and ensuring service levels are met.

When agents are clear on what their hours will be, when they can swap shifts and adjust their schedules, and access their schedules quickly, job performance and morale greatly improve. Managers are freed up from needing to review schedule change requests and continually analyzing schedules to ensure they align with their demand forecast.

Want to see the Verint TimeFlex Bot in action? Watch this video or request a free demo.