Managers of call centers have plenty of tasks on their plate. They need to make sure calls are answered, assigned employees are taking care of all their tasks, and that peak times are covered to avoid long wait times. Many call centers involve hundreds of employees who answer thousands of calls a day. Shift scheduling can easily become a mess if the proper system is not developed. Creating an efficient and fair employee roster is key to developing a program that focuses on both productivity and employee job satisfaction.
Why a Good Employee Roster System Matters
It can be tempting for call center managers to simply plug holes with whichever employees are available and give little regard to anything else. This often happens when a proper system has not been developed. Managers are worried only about filling shifts and have little time to take larger issues into consideration.
This type of basic management may get the job done on a short-term basis but can easily lead to employee frustration and a decrease in productivity. Building a flexible employee roster involves looking at the big picture, which leads to elevated results.
A Staff Scheduling System Can Boost Efficiency
Most HR managers have very little extra time and often struggle just to make sure they cover all shifts. When you implement an HR solution with scheduling automation, you give them the tools they need. This helps free their time so they can take a look at different ways to boost efficiency.
Looking at employee strengths and how to use that in their scheduling and planning for peak call times are examples of efficiency-boosters your HR team should be considering. The right staff scheduling system takes any undue stress and additional work off HR managers’ shoulders and lets them be more strategic in their scheduling.
A Good System Helps Provide Flexibility
When employees are scheduled for shifts and have no input in the system, they can easily become frustrated. The importance of providing flexibility to employees cannot be overlooked. An empowered workforce is a productive one. Give your employees the opportunity to choose some of their shifts or even to work their shifts from home if your system is built for it. This allows them to work in a way that is best for them, which boosts productivity.
You should also have a good idea of which shift each employee prefers and at what time of day or night he or she does the best work. This information will help your HR team build a schedule that not only covers shifts but also creates the best customer service environment.
The Proper System Will Help You Avoid Timekeeping and Attendance Issues
Do you find that your call center workers show up late for shifts or forget to clock in? Though some of these may be motivation issues with your employees, others could be due to an inconvenient system.
The right system will involve efficient ways for your workers to clock in and out and manage their schedules. Consider using a system that allows for schedule and attendance management from your employees’ smart devices. This gives them the tools they need to stay on top of their shifts and easily communicate when they are going to be tardy or need to make a change.
A Fair System Boosts Employee Morale
When your HR team assigns shifts with no input from employees, your team can feel frustrated or unappreciated. This can lead to poor staff morale. When you develop a fair system where workers have input on what works best for them and begin to earn better shifts by being flexible and dependable, you boost morale and create a healthier work environment.
Employees should also be given the chance to switch shifts with other employees without having to go through HR. This added responsibility is empowering and also takes some work off your HR team’s plate.
A Good System Provides Analytics
Do you know how well your current roster system is working? Often, business owners or HR managers don’t even know there is a problem until staff quits or complaints are made. It’s even more difficult to make tweaks that improve efficiency and productivity when you don’t know the effectiveness of your current plan. A good roster system will have analytics built in so you can access reports efficiently. This helps you identify red flags and make changes before they become larger problems.
Managing a call center is a complicated and time-intensive process. When you don’t give your team the proper tools to create efficient rosters, you will experience reduced productivity and employees with low morale. Consider using an HR system that automates tasks, allows for a degree of employee flexibility and provides reporting tools so you can make tweaks when necessary. This will help your HR team create a roster that works well for everyone.