We present to you another genuine review from one of our first clients – DialogMarket call centre.
Shifton: Hello! Please tell us about the specifics of your company.
Alyona: Hello! My name is Alyona Peshekhonova, I am the head of the outsourcing call centre DialogMarket (Ukraine, Kropyvnytskyi).
Our call centre specialises in providing hotline and customer support services. The unique feature of DialogMarket is the quick launch of start-ups as well as the option to increase the number of operators on shift with just one day’s notice.
Shifton: What are your daily responsibilities?
Alyona: My main tasks as a manager are to provide instant support to customers and respond to their requests and orders. I also control the number of people on each shift and am responsible for the smart distribution of shifts between operators, depending on peak load periods in each project.
Facing the demand to operate 24/7, 365 days a year, a call centre cannot function perfectly without properly and wisely designed schedules. After all, the larger the project, the more employees and shift variations are involved in its schedules.
Shifton: What are the most common challenges you face in running a call centre?
Alyona: When working with a project involving 40-50 people, we encountered certain difficulties in creating schedules that would suit both our customers and the staff. Now imagine what it takes to develop an effective weekly or monthly schedule for 300 people! Someone fell ill, another left their job, and someone else can only work for 6 hours a day or on certain days of the week.
The design of such schedules is like a house of cards: if one employee drops out, everything has to be rebuilt from scratch!
Shifton: How did you get started with Shifton?
Alyona: We decided on Shifton after examining dozens of scheduling options. It made our lives much easier.
Shifton: What features of Shifton do you consider to be most useful in call centre daily operations?
Alyona: Employees really appreciate the shift swapping option, and most importantly, schedules are now created with just a few clicks! We also have no issues with tracking sick leave and holidays.
Shifton: How did the workflow at Dialog Market change after you started with Shifton?
Alyona: I always strive to create the most comprehensible salary calculation system for employees. Shifton makes it even easier. The Payroll Reports module allows me to maintain transparency in payroll accounting at DialogMarket. Each call centre employee can always know how much money they earned in a given month and plan their expenses in advance.
Shifton: Could you recommend Shifton to other call centres?
Alyona: Definitely yes! This application will be equally beneficial for both large and small outsourcing call centres and other businesses.
