Call Centre saves on its costs through Scheduling

The BPO firms aim at satisfying the requirements of the customers at reduced costs. A greater part of the costs are involved in the salary of the employees hired by the call centre. Thus, it has come up with an effective solution to this problem. Around sixty or eighty percent of the call centre expenses are concerned with its staffing. The profitability and success of customer support centers depends on the presence of the most favorable number of employees who are skilled for the job. They must be able to attend the customers’ calls very tactfully. This working process is known as call centre scheduling.

Many BPO companies administer their agent scheduling through a number of manual devices such as spreadsheets. It is a fact that sometimes these tools do not work and cause an increase in the number of recruitments. This ultimately leads to a higher shrinkage of the BPO business. With the use of such manual tools, the call centre costs can amount to about more than $30,000 in a year even with a working staff of 25. Today, a special kind of software is available in the market for solving this problem. All the important tasks are automated by the software, which increases the business of the BPO firm through precise forecasting of call volume. The software performs many other functions like scheduling, tracking the daily staff performance, staffing calculations.