According to our poll, scheduling phone and non-phone activities is the biggest difficulty contact centre professionals face when making a coherent schedule, receiving 29% of the vote from industry experts.
However, this was not the most popular option by a wide margin, as only one percent fewer respondents selected “agents perceive the schedules to be unfair” and 26% chose “difficulty in scheduling full and part time employees”.
Difficulty in planning holidays, meetings and training sessions – 49%
Agents perceive the schedules to be unfair – 53%
Agents have no forward view of shift patterns – 20%
Difficulty in scheduling full and part time employees – 12%
Scheduling phone and non phone activities is difficult – 51%
Source: Call Centre Helper website webinar: Introduction to Workforce Management Sample size – 82 Date: June 2012