Call Center Scheduling

Scheduling Shifts in Call Centers

Call Center Scheduling is a unique task, forecasts for inbound calls and requirements for supporting outbound staff must be considered to build a schedule that covers call volumes. Scheduling shifts in a call center on a day to day basis means considering employee input, forecasts, and many other factors. TixTime provides reports and charts to help match scheduled staff against forecasted requirements, and availability and vacation tracking to help meet employee needs and ensure schedules do not overlap with approved periods of inavailability.

Realtime Schedule Adherence

Late employees and missing employees may have an adverse effect on the workforce available to answer calls in your center. By implementing TixTime's realtime schedule adherence your call center will benefit from automatic event tracking for lates and other misses against the call center's schedule. Adherence reports allow verification of an employees adherence to their schedule.

Split Shifts

Scheduling call center employees with split shifts is possible with TixTime, as well as scheduling employees to work shifts on different campaigns. For example you may have an employees on the support campaign in the morning and then working in your second level schedule during the afternoon.

Schedule Posting

Publishing your call center schedule is as easy as clicking a button. Once your weekly schedules are ready to go and approved you publish the schedule, once published schedules are locked for edits (except for minor, daily edits) and can be printed, exported, and posted on the wall.