GoResponse Telephone Answering Service Staff

Utilise workforce routing to optimise the call centre

Getting call centre agents to stick to their schedules can be extremely challenging. Even if a workers are motivated and engaged to fully conduct their duties, the aspects that are out of their hands, such as lunch breaks and meetings, can cause havoc. Therefore, using a workforce routing solution is essential.

The first step in using workforce routing is to ensure that telephone answering services activity is pre-planned so that routing skills do not need to be updated in real time. For example, agents can be assigned to email in the morning, sales during the lunch period, and service calls toward the end of their shift. Routing this in advance can save a lot of time.

Agents are often forced out of their schedules throughout the day, whether it is due to a break, a meeting or an unscheduled stop. To get around this, workforce solutions can strive for optimisation by only targeting agents who are on the system as available.

Finally, it is important to eradicate the need for manual skill changes, and this is where workforce routing tools can help. Managers might identify an undesirable event occurring during the day and manually change agent skill options to rectify the problem, but this can have negative knock-on effects. Optimising routing with workforce tools removes the need for this process and offers call centres a way to adopt better efficiencies. Using routing options is crucial to modern businesses that want to maximise their use of resources.


award winning