There is no doubt that building a loyal customer base at your business cannot be done without a foundation of engaged, sincere, and motivated customer service representatives.
Just consider the following when that you don’t have passionate representatives:
12 – that’s the number required for positive experiences to compensate just for a single negative experience.
$2.3K – that’s the annual amount a disengaged employee costs a business, in terms of lost revenue.
26% – that’s the number of call center professions who believe that morale directly affects the customer experience.
It’s numbers like this that clearly show why scheduling call center employees is so crucial.
Challenges of Call Center Scheduling
One of the biggest challenges facing call center scheduling is ensuring that enough employees have been scheduled for a shift. When too many employees are scheduled during down hours but too few are scheduled during high call volumes, you are only bleeding cash and are definitely not satisfying all customers.
You need a call center scheduling app that issues detailed real-time reports so you can create an optimal and efficient schedule week after week.
- Qualified, skilled agents are on shift
- Quickly understanding employee availability
- Shifts are rotated equally
- Incorporate flexible scheduling
- Quicking understand location preferences per agent
Later in the blog, we take you through what to look for in a call center scheduling app and share some frequently asked questions regarding call center scheduling software solutions as well.
Below, however, based on our research, we share the current best 7 best call center scheduling apps in the market today.
Now, there are plenty of benefits of using call center rostering software so what are the best solutions in the market? That’s what we answer below! Below you will find a list of the top seven call center scheduling apps, we explain the features available and pricing so you can make an informed decision.
7 Best Call Center Scheduling Software Solutions
Connecteam’s call center scheduling software makes it easy to schedule shifts and dispatch jobs. Create single, multiple, or team shifts, or upload bulk files with an Excel sheet. Save time with calendar view, drag & drop options, and copying last week’s shifts.
Manual scheduling takes too much time and effort for call center managers. – This is why so many call centers rely on Connecteam to streamline daily scheduling operations, reduce turnover, and boost engagement to create the best customer experience.
With Humanity’s scheduling software, you can monitor employee attendance, export reports with real-time data, create future forecasts, employees can set preferred working hours, shift swapping, and create schedules that align with customer demand and employee availability.
Humanity is available on devices and can instantly alert managers of overlapping shifts, overtime, and other scheduling conflicts.
Whether on desktop or mobile, all your employees have access to their schedules so you can reduce absenteeism and late arrivals. Enjoy features like no more Excel files, automatic reminders, time and attendance included, forecasting, one-click payroll exports, employee self-service, and Enterprise compliance.
When you have a large call center staff that’s scattered across multiple locations, Shiftboard can help cover your scheduling needs. With real-time reports, alerts for overtime or cost issues, auto-scheduling, shift swapping, vacation requests, push notifications, and more.
Shiftboard can integrate with many software solutions including Oracle, Dropbox, ADP, Paycor, and more.
When I Work is not limited to a single company location. However, the call center scheduling software won’t allow you to schedule weeks in advance. Easily create a template you can replicate week by week, navigate simply with drag & drop options, and see who from your staff is available and qualified for a shift. Quickly send notifications on shift changes right from the dashboard to all employees and manage everything from mobile or desktop.
With Sling, you save time creating employee schedules, managing time off, knowing all employees’ availability and with convenient shift swapping, you can plan for overtime, reduce absenteeism, and late arrivals. Instantly get alerted when you have overlapping shifts or double-booking. Simply save scheduling templates so you save even more time when creating a new one. Plus, employees can clock in and out straight from their mobile phones so timesheets are automatically maintained.
Deputy is a well-known software solution that offers scheduling services to call centers. Apart from scheduling, it also offers time tracking, wellness alerts, communication capabilities, and more. For scheduling, Deputy makes it easy to send schedules in advance, ensures your team can shift swap, flags unavailability, and more.
Features To Look For In A Call Center Scheduling App
Easy To Use
The whole purpose of a call center scheduling software is to make your life and your employee’s lives so much easier, so don’t choose a solution that’s so complicated no one uses it. All you’re doing with a complicated solution is annoying employees and burning through cash for no reason whatsoever.
Access From Anywhere
When you have employees scattered across the globe, you need a schedule that’s efficient and easy to access. Chances are that every one of your employees has a smartphone so they have full visibility and access to their work schedule 24-7. That level of instant access to their schedule means they can create a healthy work-life balance, plus it’s that much easier to catch mistakes or take on open shifts. This degree of satisfaction helps to lower turnover and boosts employee morale.
When your workplace suffers from a lot of miscommunication, or even a lack thereof, you can experience high turnover, poor customer service, low engagement levels, and more.
In a recent Forbes report, we learned that two of the top five reasons employees are unhappy at work is because of serious communication issues. Therefore, choose a call center scheduling software with built-in communication so everyone can stay on the same page, and sharing updates on scheduling matters only requires the push of a button.
In addition, collaboration should be easier. Employees can set their own availability and manage shift swapping with the right call center scheduling software. This level of collaborative scheduling ensures all shifts are fully staffed and makes it easier to approve time-off requests. Plus, managers free up around 80% of their time when they share scheduling responsibilities with their employees.
Via a calendar view, you can immediately see the status of an employee’s shift. For example, did they reject or approve the shift? Or maybe they’re running late? Have they clocked in and are working to complete the shift? Note that not all call center rostering software have this feature so check to see if it’s an option.
When needed, employees should be able to easily add notes, free text, pictures, attachments, videos, signatures, and more.
Frequently Asked Questions On Call Center Scheduling Software
Is Call Center Scheduling Software Affordable?
No call center scheduling software is the same, therefore, pricing does vary. Pricing can be determined by various factors like how many locations you have, how many users you need, advanced features to add on, and so on.
Try to look for an all-in-one center scheduling app so that you’re covered for all your scheduling needs!
Do Most Call Center Scheduling Apps Charge Per User?
No. Not all of the call center scheduling software solutions charge per user. Although some may charge per location. Be sure to check the pricing options and contract (if there is one) to ensure there are no hidden fees.
The Bottom Line On Call Center Scheduling Software
Out of the seven call center scheduling apps we have listed above, the right fit for your company and your employees can be found. With one of these software solutions, you can create a fair and balanced schedule that works for everyone and ensures the best customer experience.
On top of it all, with an accurate work schedule, your employees will be a lot happier and their increased productivity will lead to much happier clients. All in all, it’s a win-win!
All-In-One Employee Management App For Call Centers
Connecteam is the ultimate app for you to efficiently manage your Call Center business. We got you covered with tailor-made features that will boost your employee’s efficiency & save you time!