Answers: How can I design a flexible rota for agents?
I working for a Call centre and we have a problem in designing a flexible rota for the agents.
Due to a complicated rota system, absenteeism is very high. We work on a 24 /7 basis and receive more than 25,000 calls per day with about 180 staff. How can we design a flexible rota system?
20 Oct 2008
Filed under Call Centre Answers
Related Pages
No related posts.
Liked this article? Why not get our latest articles delivered to you by email every week.
Comments on: Answers: How can I design a flexible rota for agents?
i would suggest the easyest solution would be to instal some form of work force management system to cope with the amount of staff etc.
Some, more complex systems will also give you information as to when you need people on the phones more and when you can actually release peiople to do other work.
Across the Royal Mail network we use a complex system, but effective. In the smaller offices, we use something similar, but that is more manipulative as it’s site specific.
Hope that helps.
Posted by Robert Spencer — 30 Oct 2008 @ 12:01 pm
Post a comment
We'd love it if you could link back to us on your blog. Here is the code.
Subscribe to the free Call Centre Helper Newsletter