10 Scheduling Strategies to Optimize Your Workforce
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10 Scheduling Strategies to Optimize Your Workforce

Imagine for a moment that you are the main attraction in a High Wire performance. You’re a little nervous at first and start off a bit wobbly and then you are able to concentrate and steady yourself. Until you hear a loud scream in the audience. At that point, you almost fall. A few more unstable steps…and finally, you have crossed to the other side.

Pretty crazy job, right! Now, look at your WFM Analyst, Manager, or Team….That is what their day is like as they forecast anticipated contact trends, schedule agents to match volume peaks and then try to keep everyone “balanced “ with intra-day activities and events.

Contact Center Workforce Managers are the data “artists” within the company. This is a very important and challenging position. It’s about understanding and knowing when you’ll be the busiest, making sure people are adhering to what is planned and then quickly anticipating and adjusting throughout the day. With all these moving parts, below are ten workforce strategies to optimize your workforce.

Strategy #1: Intra-day Events Matter!

It matters when and where events like break, lunch, training, meeting and coaching occur.  It can be discouraging when people aren’t doing what they have been scheduled to do especially after all that planning. These events keep your company from meeting its service level goals and keep employees from taking calls. It isn’t realistic to just overstaff by 15-20% in order to accommodate. Not to mention, it’s just plain costly. Use your creativity for these events, since they typically happen in 15 minute intervals. Some examples: Try 10 min breaks, or 45 minute lunches, or 15 minute coaching sessions.

Strategy #2: Stagger the Workload

Because arrival patterns change because of company priorities with promotions, billing events or cycles, or the launch of a new product offering, it is important to ensure that you are fully staffed around your contact volume peak times. Instead of having everyone start on the hour, try staggering those start times by adding half hour and quarter hour start times to employee shift assignments. For example:  8:30 am or 8:45 am start time, rather than 8:00, 9:00 etc. This will give you added coverage and flexibility in your staffing requirements during your busiest intervals.

Strategy #3: Hiring and Part Time Staff

Part-time shifts may not be applicable in every company, but it’s worth reviewing and considering. It will allow you to cover the “higher volume” needs by hiring part-time employees to work part-time shifts. Part-time shifts are usually easier to implement and hire because typically people who work part-time don’t expect to have a set schedule and are used to working different shifts on different days.

Use the hiring process to your advantage. Work with your HR or Recruiting office to update job descriptions or processes to include additional criteria regarding shift requirements. Set proper expectations about how shifts are assigned within your organization (set shifts vs. flexible shifts) and if possible, inform your qualified candidates possible shifts or hours they may need to be available to work.

Strategy #4: Be Flexible

Consider different shift options: part-time shifts, split-shifts, extended shifts  and more. Remember, the goal is to ensure your workforce is properly balanced to incoming contact volumes, not to create mayhem among your employees. Adding flexible shifts to your scheduling strategies may also increase employee retention and hiring applicants as these types of shifts appeal to demographics that need more flexibility—like students (class schedules) and parents (accommodating child needs). As you examine these possibilities, you may also find that some of your employees would prefer to work fewer days during the week with longer shifts, or more days with fewer hours. This is a win-win situation that meets both business need and scheduling accommodations, reduces scheduling conflicts, increases employee satisfaction and engagement and reduces attrition and hiring costs.

Strategy #5: Look Beyond 9-5

If you need additional help to answer calls, offering over-time is always a quick and easy option. Most of the time, you won’t have any problems getting people to volunteer to work to get the extra hours and extra money.

Specifically around the holidays that fall late in the year like Thanksgiving or Christmas. Typically, people can use the extra cash around the holiday season. The only real consideration here is to make sure the employees that are offering to work extra hours are actually skilled to handle the contacts offered in the overtime option.

Leave-without-pay and Voluntary Time Off (LWOP/VTO) options are popular alternative for slower periods and there are usually enough people that are more than willing to take you up on it.

Strategy #6: Take time to Plan. In Advance!

Don’t forget to plan and account for absenteeism. These patterns are easy to predict and plan for (unless weather or the flu bug hit unexpectedly).  Absenteeism is always higher on Monday than a Wednesday or a Thursday and the day before or after a holiday. You’ll also see an increase in absenteeism during warm weather months and vacation season, so consider offering additional shift options during these times.

Strategy #7: Time is of the Essence

When it comes to scheduling, it’s more than just forecasting volume a publishing a schedule. It also means managing everyone’s “time”. This can be categorized into three areas: Agent Time, Supervisor Time and Adherence.

Agent Time:  Employees should know what to do when your center in experience a “higher than normal” contact load. Whether you provide dashboards where queue stats are displayed on monitors or projectors, a “red light/green light” approach, employees should know what the expectation is during these times. Should they hold off going to break for a few minutes, or what for a schedule adjustment from the WFM Team? If high queues and low service level is a continuing problem, this approach won’t work. It will only add additional stress on your employee that may result in longer and more frequent breaks.

Supervisor Time: What is expected of your Supervisors and Leads during high volume times? Consider this: Should they log in to the phones and help answer customer calls or should they walk the floor and be available to answer questions quickly for your staff. Ask them what they think. By getting them involved in the scheduling processes, they will be your champion during these stressful moments.

Adherence: Set an adherence goal for your employees. This means properly setting the expectation about how much “wiggle” room someone has in doing exactly what they are scheduled to do. Reality is…it is next to impossible to go to break, lunch, training, meeting, on time every single day I work. Calls tend to go longer than expected, or a call just before it is time to leave for the day, so setting a realistic goal is important.  An ideal goal is 90-95%. Determine when “exceptions” to employee adherence will be made. If you override too many, the goal doesn’t matter. 

Strategy #8: Make it Count

Make your “slack time” work for you. If you are overstaffed, this time can be used to your advantage and can be productive. This would be the optimal times to: cross-sell/upsell, take overflow calls for other departments, work on special projects, schedule training, coaching, or self-paces learning sessions. The point is: there is always work to be done and not enough people to do it, so schedule it and use existing staff!

Strategy #9: Other Duties as Assigned

Non-phone workload can be forecasted just as easily as contact workloads. By addressing back-office workload and including this in your scheduling, you can ensure that no additional contact volume is be generated into your contact center because of a backlog of non-phone workload.

Strategy #10: Use tools in your toolbox

Examine the systems that may be contributing to your centers contact volume. Consider adding announcements that educate your callers on the best time or best way to reach you. Or add more communication channels, like email, chat, social media, or text messaging. Implement callback functionality during peak times that will hold the caller’s place in the queue line while protecting service levels. Priority is another option to explore. Identify both customer and call types and give the priority the most important ones.

What ever your staffing challenges are, take some time to review how your balancing all the moving pieces. There is no right or wrong ways to scheduling….only better ones! Happy Scheduling.

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Topics: Workforce Management


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