From the course: Managing a Customer Service Team
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Scheduling customer service employees
From the course: Managing a Customer Service Team
Scheduling customer service employees
- There's a lot at stake when you schedule your customer service employees. Schedule too many employees and you're wasting money. Schedule too few employees, and your customers'll have to wait. This makes it critical to get scheduling just right. There are three steps involved. All of them revolve around how many customers need service. This is also known as demand. First, identify demand. Next, staff to demand, and finally, manage to demand. We start by tracking customer volume to understand how many customers need service. There are many ways to measure this depending on your industry. A bank might measure demand by looking at teller transactions per hour. A college admissions office might measure demand by the number of applications received. A contact center might measure demand by looking at contacts per hour. Here's what the demand looked like when a contact center tracked their email volume throughout the…
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