http://www.callcentrehelper.com/question-how-can-i-design-a-flexible-rota-for-agents-2266.htm The UK's most popular call centre magazine Fri, 10 Feb 2012 18:45:46 +0000 http://wordpress.org/?v=2.9.2 hourly 1 http://www.callcentrehelper.com/question-how-can-i-design-a-flexible-rota-for-agents-2266.htm/comment-page-1#comment-4585 Robert Spencer Thu, 30 Oct 2008 12:01:59 +0000 http://www.callcentrehelper.com/question-how-can-i-design-a-flexible-rota-for-agents-2266.htm#comment-4585 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. 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.

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