Solid Rock Consulting

Authored by: Juanita Coley

Guest Interview: Allan Juarez

Hey there, WFM Warriors! In this edition of Tipsy Thursdays, we’re delving into the dynamic world of call centers and uncover the secrets of effective scheduling.
As a seasoned veteran of the 24/7 call center hustle,
I’ve picked up a trick or two about juggling schedules to keep both our employees and customers satisfied.

Crafting a Strategic Scheduling Plan 
Let’s kick things off with Strategic Scheduling. Scheduling in a call center (or any business) goes beyond just filling in those time slots; it requires strategic foresight.
We need to take into account factors like peak call times, employee preferences, and overall business goals. 

This underscores the importance of maintaining open lines of communication with the operations team. By collaborating closely, we can customize schedules to align with
our organization’s unique culture while catering to the needs of both our employees and customers.

Syncing Up with the WFM Manager 
But wait, there’s more! To truly master the art of scheduling, be sure that you are in-sync with the Workforce Management (WFM) manager. These folks are the people behind
the scenes, crunching numbers and analyzing data to ensure our schedules are not just efficient, but also effective.
By gaining a deep understanding of our organization’s
workflow and structure, we can make informed decisions about everything from break times to shift rotations.

Establishing Clear Communication 
Now, let’s talk about communication. It’s the glue that holds everything together. Establishing a robust communication plan ensures that everyonefrom frontline agents to
top-level management
is on the same page. Whether it’s through regular meetings, emails, or a dedicated scheduling platform, fostering open communication fosters
transparency and builds trust within the team.

Keeping an Eye to External Factors 
Scheduling isn’t just about logistics; it’s also about being aware of external factors. This is where understanding billing and staying abreast of current events comes into play.
Political shifts, economic fluctuations, or even something as seemingly trivial as daylight saving time can all
impact our scheduling process. By staying proactive and
anticipating potential challenges,
we can adapt our schedules accordingly and keep the business humming along smoothly. 

In conclusion, mastering scheduling best practices in a 24/7 call center is no small feat. However, armed with the right strategy, communication tools, and adaptability,
we can rise to the occasion. By forging strong partnerships with our operations team, tapping into the
expertise of our WFM manager, and remaining vigilant to external factors,
we can craft schedules that not only meet the needs of our organization but also ensure a positive experience for both employees and customers.
let’s roll up our sleeves, sync our calendars, and conquer the clock together!

Want to explore more of this topic? Book a WFM Discovery Call HERE!

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Until next time. Go BE Great! Go Make Impact! 🙂 

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