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Scheduling in a call centre is the process of assigning tasks and roles to employees in order to ensure that calls are answered in a timely and efficient manner. In order to do this effectively, it is important to consider the number of agents available and the amount of calls they can handle in a given period. Additionally, scheduling should take into account the skills and abilities of the agents in order to ensure that the right people are taking the right calls. Various scheduling methods can be used to ensure the best use of resources and to provide the highest level of customer satisfaction.
When scheduling in a call centre, there are certain key rules to follow in order to ensure the best use of resources and the highest level of customer satisfaction.
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