Expected and unexpected time-off requests are a significant consideration for real-time management. This includes offline activities required to the business for training, coaching and project needs. Forecasted data and trends are used to plan scheduled events and the Command Center analyzes these events and effectively utilizes available agents to fill gaps. Analysts will also plan and readjust agent schedules, in real-time, to ensure call volume is handled properly. This is to safeguard from any lapses in service level and customer experience. While important to be able to accurately track time off taken, real-time time off management also allows for “on the fly” adjustments to schedules or overtime offerings to ensure that calls are being handled efficiently.
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