Do you use scheduling software that is integrated with your other systems (call management software, etc), or is a stand-alone system sufficient?
Integrated scheduling software?
Call Centre Helper Forum » Call Centre Management
(6 posts)
Absolutely - I do work for a company the provides time tracking software, but I am on the forum to gather information for future product planning only. I am trying to determine what people need for scheduling in a call center environment. I hope this is acceptable, but please let me know if not.
Posted 2 years ago
I have read a few posts indicating that some use Excel. Does that mean integration with your phone system is not required? If you don't have an integrated system, how do you ensure your schedule meets the forecasted demand?
Posted 2 years ago
Charlene,
It depends on your definition of Intergrated.
Using an Excel model you tend to download a CSV (or similar)
file from your phone switch then import into the model.
This is done as and when required by the scheduling / review
frequency used. Re-forecast is then done as normal.
Regards
DaveA
Posted 2 years ago
Thanks DaveA. Is Excel use widespread in smaller call centers? Is it used because it meets the need, or do people just make due with it because of the cost of dedicated call center systems?
Posted 2 years ago
We are currently using an excel spreadsheet because of our smaller call centre. Recently though we have gained access to a web based solution because they are also providing us with reporting. I have not yet used the scheduling side of things but it looks pretty impressive. It even allows agents to log in and swap shifts, bid for shifts, and punch in and out.
Posted 2 years ago
Reply
You must log in to post.
