COVID-19 UPDATE. Essential Reading - How to Prepare the Contact Centre for Coronavirus - Setting up a Contact Centre from Scratch - How to Deal with Increased Contact Volumes or our Coronavirus articles. You also may find it useful to find suppliers of Cloud Contact Centre Solutions, Homeworking or Headsets.

The Biggest Scheduling Issue: Arranging Phone and Non-Phone Activities


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”.

Multiple Answers

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

Published On: 22nd Nov 2012 - Last modified: 23rd Sep 2019
Read more about - Industry Insights, ,

Get the latest exciting call centre reports, specialist whitepapers, interesting case-studies and industry events straight to your inbox.