Regardless of size, all call centers have the same basic goals of cutting costs, optimizing call center staffing, and meeting client service level agreements. A common myth is that only larger centers need call center staffing software, but that assumes smaller centers can’t afford the investment or won’t reap the cost-cutting benefits associated with larger centers.
Not true. With a cloud-based or software-as-
But small call centers do have some unique challenges when contrasted with larger centers—especially when you consider call center staffing:
Unpredictable call volume: Since calling patterns tend to be far more diverse and marked by peaks and valleys in small centers, call center staffing can be a headache for many managers. They have to respond to spikes in volume on-the-fly, often without much historical data to back-up their decisions. Call center staffing software removes the guesswork and manual processes by predicting call volume and then optimizing agent schedules. At its core, call center staffing software solves the multidimensional problem of creating accurate forecasts and schedules in volatile environments.
Schedule adherence: Whereas larger centers can often manage schedule deviations and absenteeism without as much strain, there’s no reason why small centers shouldn’t realize the same benefits and cut even more costs than large centers. Call center staffing software is especially critical for small centers when you look at shrinkage. For instance, in a call center of fifty agents, occupancy is critical. If five agents take breaks or go to lunch at the same time, occupancy decreases by 10% and service levels go with it. Call center staffing software prevents this from happening by precisely optimizing agent schedules and forecasts. While one call center manager may think about hiring additional agents, the manager with call center staffing software will have the data at his fingertips to accurately optimize future agent schedules to dramatically reduce shrinkage.
Agent retention: Retention is one of the key factors of any size call center, but it’s especially significant when call center staffing revolves around a limited group. One of the many reasons agents leave is because staffing seems random and does not consider their personal needs. Agent morale increases when everyone understands and accepts schedules in advance, which reduces turnover and lets everyone know what’s expected of them. It’s a win-win for retention, but call center staffing software achieves that and much more.
While these are only a few of the many issues faced by small call centers, they show that you don’t have to be a large center to need call center staffing software. When you consider the cost to benefit ratio, most call center managers choose call center staffing software, especially now that it’s offered in the cloud (or SaaS). Now you can be small, operate big, and watch your customer satisfaction soar.
