What is contact centre scheduling?

Contact centre scheduling is the process of creating agent work schedules, taking into account factors like expected contact volume, agent availability, and skillset. Effective scheduling aims to balance customer demand with efficient labour utilisation, striking a balance between satisfying customer needs and controlling labour costs.

Scheduling is an ongoing, dynamic effort, and unforeseen events can lead to schedule adjustments post-publishing. Instances like agent absences, sudden surges in queue activity, or unpredictably low volume compared to forecasts require quick fix changes to ensure agents are optimally deployed without sitting idle.

Modern contact centre scheduling solutions facilitate swift and effective schedule modifications, providing workforce managers with the necessary tools for fast and efficient adjustments. These tools not only support real-time scheduling alterations but also promote agent-centric practices, including preferred schedules, time-off requests, flexible scheduling, and remote work options.

Speak to a consultant

We are accredited partners with

Contact Centre Glossary

How Opus' contact centre consultants can assist you

Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to contact centre design, deployment and ongoing support. Often, a combination of two or more contact centre partners are used to deliver specific business outcomes delivering added value to our clients but also solutions fit for your organisations specific needs.

Our specialist contact centre services include but are not limited to:

Back to our Contact Centre Glossary >