Call Center Scheduling Issues

[isis329]

Currently, the call center I work in is having problems with determining the number of reps that can be off on a given day. One of the problems we deal with includes allowing people off with specific skill sets. I think we have about 6 different skill sets. I was wondering what types of programs other call centers might use to schedule reps.

[mrforecasting]

The top three are Genysys, Aspect's eWFM (electronic Workforce Management) and IEX.... I use Aspect but they will all get you various mileage based on your switch config and exactly what you are looking for....

[FSMgr]

I work in a call center that does staffing and forecasting for more than 2000 employees with over 8 skill sets. Currently we use software (TCS 5.0) that takes our forecasting data and determines shifts, days off, breaks etc that need to be filled. Built into that is a % incorporated for planned and unplanned absences.

[Martin@oest.co.uk]

having worked for TCS and Aspect (now the same) for several years before moving into call centre & management consulting and now working with customer management at 3 in sweden (3 is a global multimedia company on the starting block to launch the new mobile services around the world) i can assist you in which direction to go to find more information about scheduling software.

there are several companies providing workforce management tools, from simple calculators to the mega advanced optimisers that perform forecasting, scheduling, tracking of you workforce and contact volume.

normally you'll find the more advanced companies/systems being very expensive both in terms of licensing cost but also when it comes to the amount of resource you need to administer the system. the benefits often require a large operation to be substantial.

having 6 skills may sound many to some, and may certainly give you headache when scheduling but many system will help you with this considering some contact centres are today having many times your skills. i would imagine that you are using skill based routing and you can today find some of the systems providing the functionality of using new forms of calculating required staff instead of the classical Erlang formula that are used in almost all tools.

below follows a list (not complete) of web-addresses to relevant companies you can start looking at, they should give you a good start.
http://www.aspect.com/
http://www.blue-pumpkin.com/
http://www.calabrio.com/index.html
http://www.genesyslab.com/contact_ce...anagement.html
http://www.hancorp.com/
http://www.iex.com/
http://www.imaj.co.uk/
http://www.invision.de/en/index2.html
http://www.isc.com/
http://www.pipkins.com/
http://www.q-max.co.uk/
http://www.teleopti.com/
more basic calculators or online help
http://www.ansapoint.com/
http://www.portagecommunications.com/
http://www.htlt.com/
http://www.planningforum.co.uk/

good luck
martin