"Call Center Scheduler helps us meet the changing demands of our customers. Thanks to this product we are able to schedule thousands of agents in multiple centers with various hours of operation at each location - while reducing costs
significantly."

Lance Morton - Director of Automation Southwest Airlines

Call Center Scheduler was created for two purposes, first to create software that will increase efficiency in call centers of all sizes. Second, to provide support to call centers for their supervisors who may not be workforce management experts.

Call Center Scheduler

Key Benefits
  • Collect Historical Data
  • Create Call Volume Forecasts
  • Generate Schedules
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Create call volume forecasts
Call volume forecasts are developed by using the past to help predict the future. Centers must balance historical data with the information that's going to impact the future. A successful scheduling process depends on calculating changes in call volume based on marketing campaigns, increases/decreases in the customer base, and other factors.

Generate schedules
Using Call Center Scheduler, call centers can easily create schedules that accommodate individual agent needs and provide the most efficient staffing solution for the call center. For example, some centers hire students that work different hours based on their class schedule. Call Center Scheduler can create basic shift types like full-time 9-hour shifts or part-time 4-hour shifts, and can schedule special situations while assigning regular shifts to create the greatest efficiency.

The staffing wizard ensures that schedules are run properly. Step-by-step instructions make scheduling easier than ever. Click on the staffing wizard button and follow the directions to create easy efficient schedules.

Perform intra-day staff management
Making adjustments throughout the day can improve customer service and allow call center managers to take advantage of time that can be used to deliver much needed training and development.

Develop scenarios to properly staff centers
Call centers that have part-time workgroups can use the staffing wizard to determine the number of hours part-timers should work each week. Call centers can take all variables into consideration and schedule appropriately, preventing over or under utilization of the workforce.


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