Call Center Scheduling

Call Center Scheduling

Put an end to overstaffing and understaffing. With Eleveo's call center forecasting and scheduling software, contact centers can easily create and adjust schedules to ensure the right number of agents with the right skill(s) are in the right seats at the right times. Read on to learn more about how you can further boost the performance of your contact center with Eleveo.

What is Call Center Scheduling

A mismatch between call volume and agent availability is one of the biggest issues driving call center agent dissatisfaction. In order to solve this problem, it is important to optimize call center scheduling so that work schedules reflect expected call volume, agent availability, and agent skills. It can be a challenge to balance so many factors at the same time, so it requires a scheduling tool that accesses historical data collected by your contact center platform and provides a fact-basis for predicting the number of agents needed for a given period - one that enables managers to visualize the impact of different scenarios on agents.

 

Artificial Intelligence for Call Center Scheduling

There's no doubt that when it comes to assimilating data and doing calculations, computers perform these operations faster and more precisely than humans ever could. AI automates previously complex and time-consuming activities, allowing solutions to be delivered in minutes or seconds instead of hours or days, and it performs those activities much better as well. So why not use artificial intelligence to create agent schedules?

Planning is time-consuming; why not use artificial intelligence to streamline your call center scheduling? Moreover, it is complicated, so why not simplify it? Manually created schedules are inevitably suboptimal; so why not optimize the process? Schedules are a data-intensive, variable-driven activity, and only a few, if any, commercial contact centers can afford to have a dedicated scheduler that can assemble schedules in an effective manner. Why not take advantage of Eleveo's AI-Powered Auto Scheduling tool?

 

Call Center Scheduling with Optimal Constraint Management

The engineers at Eleveo took an uncompromising approach when developing our Auto Scheduling application. Eleveo developed a proprietary AI platform, ELIS, which utilizes Google OR-Tools as the AI engine for constraint optimization in scheduling. Google OR-Tools won four gold medals at the 2021 MiniZinc Challenge, an international contest for constraint programming solutions.

 

Eleveo’s AI Auto-Scheduling tool considers the following constraints, as well as others, in shift templates and forecasts:


  • Durations and frequency of breaks;
  • Duration and frequency of working hours;
  • Vacation schedules;
  • Unplanned events, such as sick days;
  • Demand forecasts;
  • Channels (phone, chat, email).

Once the constraints are set, schedulers don't have to worry about them. With one keystroke, Eleveo Auto Scheduling will do all of the work for them - testing thousands of combinations of data every second - and learning - until it finds the best possible schedule.

 

Optimized Call Center Scheduling Saves Time

As part of the Eleveo call center scheduling, you can simulate and test multiple schedules that incorporate three of the most important factors determining what your ultimate schedule will look like: Forecasts, Break Optimization, and Channel Optimization. The scheduling engine allows you to specify the times for training and meetings as well, or it can automatically find the best time to schedule these events for you. In any case, the ability to set your scheduling priorities allows you to improve the agent experience while continuing to meet other organizational objectives, such as SLAs, and, at the same time, improve your agent experience.

By automating the scheduling process with Eleveo's AI-powered Auto Scheduling tool, you'll be able to dedicate the time you would ordinarily spend creating schedules to more value-added activities such as agent coaching. At the same time, you will enjoy the peace of mind that comes with knowing you're extracting the maximum amount of value from your agents.

With Eleveo's call center scheduling software, your business can simplify complexity, minimize service interruptions, and provide solutions that are user-friendly, secure, scalable, and hosted anywhere. Is your contact center looking for a solution that can help you achieve compliance recording, WFM, quality management, and customer experience goals? Would you like to get started? Then, contact us now to try a free demo.