Call center scheduling is your foundation for efficient operations, directly impacting both agent engagement and customer experience. Fail to schedule effectively and you’ll end up with:
So, with both employee and customer retention on the line, we need to get it right.
Below, we’ll give you an in-depth list of call center scheduling best practices and tips so you can beat the staffing squeeze and stay efficient.
Call center scheduling is the process of organizing and assigning shifts to make sure that the right number of agents are available to handle the required volume of interactions at any given time.
Without it, you’ll struggle to deliver positive customer service, as callers will be stuck waiting in long queues while agents burn out from being overworked.
Scheduling involves balancing customer demand, agent availability, and service level targets to boost your call center operations (without blowing your budget or overworking your agents). Multiple factors play into call center scheduling, such as:
Getting call center scheduling right is important for maintaining high customer satisfaction and managing day-to-day operations. Effective scheduling of your agents can:
That doesn’t mean it’s easy, though—plenty of pitfalls come along with it, like underestimating the fluctuations of your interactions or overlooking agent preferences. For example, failing to plan for breaks, overtime, or unforeseen absences can completely disrupt your plans.
We know how important call center scheduling is, but how do you make a schedule? It’s more than simply telling your agents to show up—carefully using historical data for demand and forecasting is key.
While your organization may have its own process, let’s lay out a basic example of how call center scheduling typically goes:
Observe and adjust as needed: Even the best schedules need to be adjusted over time. Keep a close eye on call volume trends, agent performance, and unexpected changes (like absences or unpredictable peak volumes), and tweak as needed.
Regularly review the most relevant key performance indicators (KPIs) such as:
Tracking these call center metrics gives you data for future forecasting and determining staffing needs, helping you create more accurate schedules and consistently meet service goals.
Once you know who your best agents are, you should schedule them where they’ll be most effective. This guarantees that your best agents will be available when customer demand is highest, reducing wait times and improving the quality of service during these busy periods.
Not all agents have the same expertise. Use skill-based routing to match agents with tasks that align with their strengths and schedule them accordingly.
Agents with flexible schedules can fill in gaps during peak hours or cover shifts at odd times, ensuring you’re always adequately staffed (even in the event of fluctuating call volumes).
Build schedules that work around agents preferences and be accommodating. That means promoting remote or hybrid work, making shift swapping and vacation days available, and letting them know far in advance what their shifts will look like.
30% of shift workers only get one week or less notice, which is incredibly inconvenient for your agents (and means you’re not planning far enough ahead).
Regularly assess your schedules and performance metrics to find areas for improvement. Call centers are dynamic and constantly changing, and schedules should be too. Refining and tweaking them over time with new workflows, staff, and software helps you adapt and improve.
Test different scheduling approaches and see what works best for your operations, such as split shifts (splitting shifts in half with a long break in between), part-time roles, or rotating schedules. These options can help you meet fluctuating demand while ensuring a healthy work-life balance for your employees.
Your agents are the ones working the shifts, so you should work with them to see how they feel. Regularly ask for feedback on your scheduling process and make adjustments where necessary. Keep their needs and wants in mind when drafting schedules and assignments.
Allot space in your schedules to give agents time for upskilling and cross-training opportunities. Investing in their development helps create a more diverse, skilled call center team that can handle a wider range of roles and tasks.
To reduce pressure during peak periods, explore options like self-service tools, AI-powered virtual agents, or even outsourcing non-critical tasks. This can help lighten the load on your agents, giving them more time to work on high-priority interactions and reducing call volumes.
Offer recognition or rewards for agents that consistently meet or exceed scheduling expectations and make them feel valued when they’re on the clock. This helps boost motivation and morale (and creates a more positive workplace environment).
By analyzing metrics, cleverly scheduling your top performers, prioritizing agent well-being, and using data to forecast volumes, you can prompt a significant change in how your agents work (and how your customers feel).
The best way to capture that data, analyze it, and use it to improve is through a purpose-built quality assurance solution.
QA tools can track metrics and agent performance, giving you the deep insights you need for more accurate scheduling. Plus, the right software dramatically speeds up evaluations and reporting, freeing up time for better call center scheduling backed by real-world data.
Scorebuddy supports all of this and more, offering powerful AI-backed tools like 100% interaction analysis, integrated coaching, QA business intelligence, and more.
Book your demo today and see how Scorebuddy helps simplify—and enhance—your call center scheduling process.
