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and Vacation Scheduling

By: Bob Webb, Pipkins, Inc.

Historically, vacation and holiday scheduling has been a universal problem for contact centers due to last minute staffing issues that require supervisors to create and distribute new intra-day schedules and handle overtime needs. This places centers at risk for being temporarily understaffed and can negatively affect daily service levels. For contact centers with more than fifty agents the best option is to utilize a vacation planning module available with advanced workforce scheduling systems. An automated vacation planning system that allows agents to submit requests electronically relieves the burden on supervisors and increases scheduling accuracy and efficiency. However, the optimum scheduling solution is to have access to enough agents to accommodate any scenario requiring agent flexibility and availability.

The At-Home Agent model has dramatically changed contact centers, including agent scheduling. With technology now enabling agents to self-schedule, vacation and holiday planning just got easier. The At-Home Agent model allows agents to pick and choose blocks of time in which they can build their own shifts according to established company rules and staffing requirements.

Agent scheduling has evolved with the at-home model and agents have more control over their work/life balance resulting in improved morale and efficiency. Self-scheduling software tools allow agents to:

• Schedule through an easy agent self-service scheduling tool
• Use a checkout method for self-scheduling to accommodate staffing requirements based on business needs
• Create schedules in blocks of time to accommodate both the center as well as their personal needs

Brick and mortar centers offer a limited agent pool and scheduling can be tricky when trying to balance organizational needs and service levels. Remote agents can be located anywhere in the country and are available for hard-to-fill time slots, enabling contact centers to offer extended hours or accommodate non-traditional operating hours.

Supervisors also benefit from the At-Home Agent model. While supervisors are still responsible for setting business rules and establishing staffing needs, agent self-scheduling tools eliminate the need to limit agent time off. With an unlimited remote agent pool, supervisors have:

• Various configurations of scheduling options
• Simplified staffing for special events, holidays, and vacations by remote agents with flexible schedules
• Accommodation for spikes in call volume on short notice by remote agents, ensuring holiday fluctuations are fully staffed

The scheduling process ensures rules specific to organizational needs are met, including break and lunch times, hours worked, and any other specific needs

Intra-day optimization is also simplified with agent self-scheduling. When agents cannot fill their allotted time slots, supervisors can notify remote agents and receive help without disruption to service levels. Last-minute schedule changes and overtime requests can be sent to agents’ computer screens via pop-up messages. Supervisors can quickly review current-day staffing, update forecasts, and recalculate staffing needs for the day through an intra-day analysis and forecasting function, with confidence that staffing needs will be accommodated by at-home agents.

While software tools are available for helping increase agent control over schedules, the At-Home Model supersedes software solutions offered to on-site agents. Remote agents can create schedules unique to their availability. Schedules can be segmented throughout the day and vary on a daily basis.

The At-home Agent model creates a win-win situation for both agents and supervisors and fills intrinsic needs of agents who desire more control over their schedules. The value of an unlimited agent pool is well documented and companies are experiencing cost savings as well as increased morale and lower agent turnover rates. Issues such as holiday and vacation planning that used to present a scheduling nightmare have become a thing of the past with the use of at-home agents.

About Pipkins
Pipkins, Inc. is a leading supplier of workforce management software and services to the call center industry. Vantage Point, Pipkins’ premier product, is the most accurate forecasting and scheduling tool on the market. Pipkins’ @HomeVantage gives organizations the ability to effectively manage their agents and can be used with Vantage Point or integrated into another workforce management system to leverage existing technology. Pipkins’ systems forecast and schedule more than 300,000 agents in over 500 locations across all industries worldwide. For more information, visit www.Pipkins.com.