It’s very easy to schedule a few employees here and there to simply fill up hours. However, this can easily cause complication in your work flow. Here are some quick keys to focus on when scheduling:
For a business who relies on outbound calls, you want to have agents on the phones during appropriate hours. Office hours are ideal, but calls made from 5 pm to 8 pm are also likely to be successful since the people who did not answer your phone calls during the day due to work will be home and available to answer.
If your business is taking inbound calls, it’s important to monitor the times you’re receiving the highest number of abandoned calls. When seeing a specific time of day spike up with abandoned calls, that hour is need of more agents on the phone. It’s a possibility you’re not only missing agents at that hour, but have them for the wrong times. Remember to keep an eye the times where not so many calls come in, you won’t be needing all your agents on the phones during those times.
