Call Center Employee Scheduling 2017-09-14T21:21:04+00:00

Call Center Employee Scheduling

Easily Match Agents to Peak Calling Times

Snap Schedule lets you schedule call center agents with the right skills at precisely the right times.

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“I’m a big believer in Snap Schedule. It’s the answer to all of United Answering’s scheduling needs. It eliminates all the stress and headache of scheduling and is an absolute joy to use.”
Greg Snyder, United Answering
“Drag and drop scheduling has reduced my previous 14 hours of scheduling time to 8 hours – even including our constant changes. That’s 6 ‘new’ hours I have to help users and coach staff in technology and customer solutions.”
Gilles Pinard, National Help Desk at Canada Blood Services

What Can Snap Schedule Do For Me?

Running a successful call center requires getting the right number of agents in place at precisely the right times. Staffing too many call center agents needlessly drives up costs and staffing too few agents at peak times causes your service level to suffer. Snap Schedule employee scheduling software helps you precisely schedule your call center agents when they are needed while complying with constraints on their availability, work hour limits, and labor costs.

Easily arrange or make changes to shift schedules to accommodate your call center’s fluctuating call-in times to deliver the level of performance your customers expect, while factoring in employee schedule requests.

Key Scheduling, Labor Cost Control, and Reporting Features

  • Create schedules in a snap

    Drag-and-drop to easily assign shifts, mark time-off, move or copy assignments for your call center employees. Track all training, vacation, sick leave, and other off-work requests.

  • Assign shifts to call center employees in multiple locations & areas

    Define as many locations/departments as you like and authorize your call center employees to work at certain locations but not others. Filter/sort work schedules and reports based on locations.

  • Assign breaks, duties, and tasks within each shift

    Visually assign breaks, duties, and tasks of any length from one minute to several hours with a simple drag-and-drop.

  • Find best-fit call center employees or substitutes

    Easily find qualified and eligible call center employees to fill open shifts based on availability, position, skills, labor cost, work hour limits, seniority and other criteria.

  • Avoid scheduling conflicts

    Detect and alert all sorts of schedule conflicts like overlapping shifts, lacking required skills, not enough rest between shifts, or too many overtime hours. Any conflict will be clearly flagged and color-coded on schedule views.

  • Up-to-date employee availability, skill level and expiration

    Call center employees can enter availability information for each day of the week and restrictions that should be considered when creating and managing schedules. Avoid over/under staffing a shift with people you need by skills and get an alert when an employee’s skill/certification is about to expire.

  • Ensure adequate shift coverage

    Show the number of call center employees scheduled in each shift by position, skill, or assignment reason so you can quickly see if any position is over/under staffed while making shift assignments.

  • Handle overtime, shift premium, and incentive pay

    Flexible pay rules to compute overtime and extra pay to call center employees working on public holidays, certain days or hours of the day, irregular shifts, etc.

  • Comply with labor rules and collective agreements

    Avoid grievances and ensure compliance with collective bargaining agreements, HR policies, labor and working time regulations. When filling an open shift, you can use multiple criteria to narrow down the number of eligible call center employees.

  • Time sheet data for payroll

    Adjust the shift’s scheduled start and end times to reflect the actual time worked and instantly see the revised hours and costs. Add notes and reasons to record or explain deviations and provide time card data for payroll.

  • Make informed decisions based on up-to-date data

    Use a comprehensive set of 49 reports to analyze scheduling data; prepare management records; and track call center employee activities, assignments, costs, and time-offs.

  • Publish schedules

    Easily publish shift schedules, calendars, and any report in PDF and a variety of other formats. Automatically email work schedules (in text or iCalendar file format) to call center employees and/or their supervisors.

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Call Center Employee Self-Service Features

  • View work schedule from anywhere, anytime

    From home to business, from desktop to mobile devices, your call center employees have 24/7 access to schedule data. You control who will be allowed access and which employee self-service features will be enabled for your operations.

  • Request time off

    Call center employees can make time off/vacation requests and schedulers can track, manage, approve, or deny those requests. Employees can see the approval status and are automatically alerted when their request is approved or rejected via an iOS/Android in-app notification.

  • Self-scheduling with Open Shifts

    Empower your call center employees by letting them self-schedule with Open Shift. Schedulers can simply create an open shift for a position and specify the shift and the required number of employees and skills. Qualified call center employees can view open shifts and bid for the shift they like.

  • Shift trade/pickup

    Allow automatic shift trading with or without a scheduler’s approval. Call center employees can post their shifts for trade and coworkers who are eligible to work the shift can make pickup or swap offers. Posting employees can select any number of qualified coworkers to invite bids.

  • Punch in/out

    Call center employees can punch in and out of their assigned shifts and you can set the time window for when employees are allowed to punch in or out. Schedulers can see the punch data in real-time or use the data to report the variances between planned and actual work hours and costs.

  • View time card information

    Employees can view their planned and actual work hours for the current, previous, or next payroll cycle. On-call, overtime, paid and unpaid time-off hours are also presented.

  • Update availability and contact information

    Save time and stay up-to-date by allowing call center employees to update their own contact information and availability. Employees can enter their availability information for each day of the week and in multiple time segments as needed. Snap Schedule uses this information to help schedulers select the best available employees to fill shifts.

  • Look up coworkers

    Call center employees can look up coworker’s contact information to call, text, or email. Schedulers decide whom to include or exclude from the directory.

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Frequently Asked Questions

Maybe you’re not doing OK. Count all the hours you spent last year and will spend next year. How inflexible and time-consuming is changing the schedules when someone is out? Snap Schedule saves you time by dragging and dropping rather than erasing and writing. It will also help you prevent under and over staffing, schedule conflicts, and reduce your overtime and labor costs. And pencil and paper cannot email your call center employees or create reports. It can’t change views to weeks, full month, and it can’t show you just Joe’s or Sue’s schedules. Doing these tasks by hand is very time consuming and difficult due to workload fluctuations, frequent special requests from employees, last minute changes, and high employee turnover. Without the right tools in place, you will expend a great deal of time on these tasks — time better spent on more critical, revenue-generating activities.
Yes! Snap Schedule keeps track of call center staff members availability, skills, work hour preferences and alerts you to potential scheduling conflicts. Filling an open shift or finding a replacement is easy. Simply specify your criteria and Snap Schedule will present a list of qualified employees for your shift planning purposes.
Yes. The E-mail Schedules wizard lets you e-mail shift assignment schedules to all or selected call center employees. Each e-mail can contain the employee’s personal schedule or schedule information of all selected employees. You have the option of including an iCalendar formatted file that contains the employee’s personal schedule so your employees can import their schedules into their calendar programs or PDAs.
Yes! Snap Schedule makes it easy to find available call center employees that are qualified and have been trained for the open job. You can search available qualified staff members to quickly find an available call center associate. Drag and drop the employee into the open shift. If any conflict arises, Snap Schedule will notify you.
Yes. Snap Schedule has the functionality for you to create your own call center’s shift pattern template and auto-generate shift schedules based on user choice.
Using Excel templates for scheduling is definitely better than using pencil-and-paper but considering the price you would pay for Excel and scheduling templates, you get much more with Snap Schedule. Call center scheduling is really a multi-dimensional problem that cannot be represented in a flat row and column format. There are employees, shifts, and dates – and you really need to be able to view the schedule from multiple vantage points. You will spend many unnecessary hours to work around Excel limitations because unlike Snap Schedule, Excel is not specifically designed for employee shift scheduling.
If your scheduling software is more than one year old, it probably handles less than half of what Snap Schedule does and it’s not built on tools as advanced and reliable as Microsoft SQL Server, .NET, or Microsoft Azure Cloud. This means you get a modern, seamlessly integrated, rock-solid software tool that will save you time and money.
Contrast the ease of use and thoroughness of Snap Schedule’s scheduling functions to those in your current solution. Then look at all the other tasks Snap Schedule does for you like call center employee information management, emailing, overtime and labor costs monitoring, management reporting, etc. Every scheduling chore that now takes you three or four administrative minutes—and add up to hours—can suddenly take you seconds.
Snap Schedule uses a perpetual calendar for shift assignments so there is no limit and you can schedule as far into the future as you need. Snap Schedule keeps all call center employees, shifts, and scheduling information in a single SQL Server database file. This file will grow automatically to accommodate any shifts, holidays, vacations and time-off requests you recorded and allow you to go forward or backward in time to instantly see and assess how you are doing.
Yes. On call shift assignments occur when a call center employee is instructed by management to remain available to be called to work during an off-duty period. When you mark a shift assignment as on call, the shift duration is not included in the total work hour calculations.
Yes. Call center scheduling is really a multi-dimensional problem and you really need to be able to view the schedule from multiple vantage points. Snap Schedule provides four graphical views to accommodate that as well as selectable date ranges within each view. The Daily view shows all shifts and time off for each employee in a specified date range. The Shift view shows employee staffing for each shift along with coverage data. The Task view lets you schedule tasks and breaks within a shift. The Calendar view presents work and time off assignments in calendar format.