In any call center it is important that your agents have easy access to their schedules. Without them, you would likely have a staffing and absenteeism problem. We all know that we need them on the phones to provide excellent service to our customers.
The simplest to do this is to post it on a common place for them to see. Yes, we all know this but sometimes the simplest thing can make things more complicated. Here are some situations that you should avoid doing.
Posting Everywhere
Oh yes, I've seen it before. Managers think that posting the schedules on every wall will make sure that the agents see it. Yes and no. One, you cut more trees just to print more copies. Two, if you change even just one agent's schedule during the week, you won't remember whether you've changed the 15th copy. Three, it's just a waste of time and energy.
Not Posting Enough
Here is the extreme opposite. You post it in 1 place on the production floor. Perhaps it was better to post it in the break room, since everyone goes there right? Have you ever seen a crowd of agents trying to look at ONE print out? It’s frustrating. Some would rather ask their friends to find their schedule (then risk getting the wrong one). Agents would even not check at all, saying, “I’ll check later during my break, when no one is there.” They tend to forget altogether.
So, it is pretty common sense that you post in areas that is accessible to agents yet big enough to accommodate a team or two. Post not more than 3-5 copies if possible, depending on the size of your population. Make the font big enough that even if people crowd to one area, someone at the back can still see their name and schedule. Let the agents know where they are at.
Better yet, post it on a “per team basis” and ask the supervisors place it on their station.
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