How Shifton can enhance call centre performance
Call centre managers have to monitor the workflow and manage the execution of the plan by the operators on a daily basis. Additionally, one of their most important tasks is to create and maintain the call centre schedules.
Since customers can be located all over the world, there should always be operators in the call centre who work according to the subscribers’ local time. Call centre managers should consider the work schedules and the number of operators on each shift when working on their monthly schedules. Otherwise, mistakes with working hours, shifts, distribution of employees and shifts are unavoidable.
So how can using the Shifton online service improve the performance of a call centre?
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Shifton supports all schedule types
- Operators work in two shifts, 8 hours a day, with a fixed lunch break four hours after the start of the shift. This schedule format also assumes an 8-hour workday format with a fixed start time for a call centre employee. However, the operator can take a lunch break and request breaks at any time of the working day.
- Operators work for 8 hours/day with a fixed shift start time. An operator can take a lunch break and request breaks at any time during their working day.
- Operators work in 4/8 hour shifts/ They also determine the beginning of their working day and take breaks during shifts. This type of work schedule not only reduces the cost of call centre staff by almost 25%, but also significantly improves productivity. Shifton can handle all these types of work schedules. The app supports the option of flexible start for shifts, requests for breaks and times off. With the help of Shifton, call centre managers can create a schedule for any given number of departments and employees.
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Shifton will help maintain the working schedule
A call centre schedule must be composed in such a way that breaks, lunches, meetings and other events do not disrupt the workflow. After primary setup, Shifton will automatically build your schedules so that operator breaks do not coincide. While several operators have a break, others continue to work.
Thus, the use of the Shifton app allows to eliminate downtime and not violate the schedule structure.
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Shifton will help you make the changes and updates to schedules instantly
If call centre employees do not feel at least a little freedom, then over time they will lose interest in work. With the help of the Shifton online service, managers will distribute shifts so that operators work fewer days a week, but with full hours.
In addition, if necessary (for example, during lockdowns), employees can have the option of flexible start and end for shifts, and even work from home on certain days or on a full-time basis.
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Shifton allows you to efficiently track and evaluate the work of the call centre
The analysis of statistics in CRM is a prerequisite for proper scheduling in a call centre. Shifton offers powerful reporting tools that display statistics on call centre performance from different perspectives.
Customisable modules not only display data in reports, but also allow you to make forecasts on costs, hours and more. This helps you optimise the processes within your company.
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Shifton supports integration with other programmes
No matter what software you use in your company for employee management, accounting and work tracking, Shifton will make your life easier.
The Shifton app offers integration capabilities with many popular programmes to improve workflows, exchange data, and provide access to our API to perform various integrations.
Since the Shifton online service integrates with other programmes (say, Quickbooks), the management gains access to all the necessary reports – on working hours, shifts and salaries, including fines and bonuses.
Looking for new integrations or features? Tell us about your needs and Shifton will suggest a suitable solution.
With the help of Shifton, a call centre manager can effectively create schedules for any number of departments and employees in a couple of clicks. Available features and integrations of Shifton allow you to use this application as a single programme for completing and tracking daily tasks in the call centre.
* All original photographs courtesy of DialogMarket call centre. The review of Shifton by DialogMarket executive manager can be found here.
