10 Best Call Centre Scheduling Software Solutions

Efficient top call centre software management necessitates careful planning and accurate scheduling. Ensuring that all shifts are covered, agents are engaged, and customer service runs well may be challenging without the right tools. Scheduling software for call centres may be useful in this situation.These products aim to streamline the workforce management procedure while maximising agent output and cutting expenses. In this article, we will cover the top 10 scheduling software for call centre solutions that may help your business prosper, giving you crucial insights, features, pros, and cons, along with information on how to select the best tool for your requirements.

What Is Call Centre Scheduling Software

A specific tool, scheduling software for call centres, is meant to assist contact centres in better managing their employees. It maximises client support and operational efficiency by scheduling an automation process, which guarantees that the appropriate number of agents are accessible at suitable times.With the use of this scheduling software for call centres, managers may create, distribute, and modify schedules that take into account a range of variables, including client demands, personnel availability, and peak call periods. It serves as the framework that controls call centre activities, raises overall levels of client satisfaction, and increases agent productivity.

How Scheduling Software Can Benefit Your Call Centre

In regard to call centre management, efficient scheduling software for call centres has several advantages that enhance customer and employee happiness. This is how your contact centre tool may be transformed by it.The shift allocation process is first and mainly automated and made simpler by scheduling software for call centres, which saves time and effort compared to manual scheduling. By reducing the possibility of human errors, this technology makes sure that sufficient agents are on hand at busy periods to answer incoming calls. Consequently, agents are free to concentrate more on delivering great customer service rather than getting bogged down by administrative work.Additionally, efficient scheduling software for call centres improves staff efficiency. Managers may make plans that match real demand by using these tools, which analyse and estimate call volumes based on past call data. Better resource allocation and the avoidance of situations where contact centres are either overstaffed or understaffed are the ultimate results of this, which lowers operating costs and boosts productivity.Making use of effective scheduling software for call centres may result in more customer satisfaction, smoother operations, and higher employee morale. Contact centres may improve business outcomes by making use of technology to provide a more responsive and efficient workplace.

1. Higher agent productivity

Scheduling software for call centres ensures that agents perform effectively without being overworked or underused by automating shift assignments and job allocation. This lowers idle time and boosts output in general.

2. Improves transparency

Transparency among the workforce is promoted by the application of contact centre solutions. Fairness and clarity are promoted by the fact that agents may seek time off, switch shifts, and view their schedules via a single, centralised website.

3. Higher agent engagement

When flexible scheduling is combined with equitable job allocation, agent morale and engagement are increased. Workers are more inclined to give their best work when they believe that their time is valued.

4. High-cost savings

Reduced scheduling mistakes, extra expenses, and no-show rates are all outcomes of effective scheduling. Businesses making use of the top scheduling software for call centre solutions benefit greatly from these cost savings.

5. Enhances customer experiences

Agents with a timetable are less anxious and more equipped to respond to questions from customers, which improves customer relations and satisfaction levels. Scheduling software for call centres helps to ensure the correct agents are accessible when they're needed to provide excellent customer service.

6. Quick internal communication

Teams stay in sync and the scheduled call app runs well thanks to the capabilities of these scheduling software for call centre solutions that enable supervisors and agents to communicate instantaneously about essential updates or schedule modifications.

TOP-10 Call Centre Scheduling Software Reviews

Businesses seek the greatest call centre scheduling software to effectively oversee their employees and increase productivity. To keep your staff as organised as possible, we will examine the Top 10 scheduling software for call centre solutions in this study, paying particular attention to their primary features, benefits, and costs.

Shifton

Important characteristics:

• Automated Scheduling: By automating the whole scheduling process, Shifton's platform lowers mistakes and frees up manager's time.
• Employee Self-Service: By using a self-service portal, workers may view and switch shifts, which expedites communication.
• Forecasting: Shifton platform's forecasting tools allow you to predict call volumes and staffing requirements.
• Mobile Access: Utilising mobile devices to access the platform guarantees that staff members may manage their schedules while on the go.
• Real-Time Updates: Shifton offers up-to-date information on personnel availability and schedule modifications in real-time.

Advantages:

• An easy-to-use UI with rapid onboarding.
• Flexible scheduling options to accommodate different industry needs.
• Employee independence via self-service tools.
• Customer support.

Cons:

• Open API for any integration.
• Adding and inviting up to 100 employees.
• Different roles (administrator, manager, employee).
• Automated schedules (unlimited).
• Open shifts.
• Shift swapping/transfer.
• Overtime control.
• Night hours configuration.
• One project.
• Mobile app.
• API access.

Pricing: Offer a free edition, and provide a tailored price to larger teams.

RingCentral Contact Centre

Important characteristics:

• RingCentral Contact Center provides omnichannel assistance, which includes chat, email, voice, and social media help;
• AI-Powered Analytics: Acquire a profound understanding of call volumes and labour productivity;
• Skill-Based Routing: Use skill sets to automatically route calls to the most qualified agent;
• Tools to Optimise Workforce: These include personnel planning and forecasting, both essential for contact centre administration.

Advantages:

• Robust connection to more RingCentral tools.
• Sophisticated analytics tools enabling more insightful analysis.
• Dependable omnichannel assistance to improve client support.

Cons:

• Higher cost in comparison to certain competitors;
• Perhaps because of its complexity, it will take longer to set up.

Cost: Get an estimate from RingCentral by contacting them; prices vary depending on team size and specifications.

Deputy

Important characteristics:

• Drag-and-Drop Scheduling: Use a visual drag-and-drop interface to easily create personnel schedules;
• Compliance tracking lowers legal risks by ensuring that schedules adhere to labour laws;
• Task management: Using the scheduling software for call centres, assign tasks to employees directly;
• Real-Time Attendance: Monitor worker attendance in real-time to avoid having too many or too few employees.

Advantages:

• A simple-to-use interface enables rapid generation of schedules.
• Robust tools ensure compliance with scheduling legislation.
• Payroll system integration.

Cons:

• Restricted advanced features in packages with lower tiers.
• It may be expensive when used by larger groups.

Pricing: The Scheduling plan has a monthly starting price of $2.50 per user; higher-tier subscriptions include more capabilities.

Talkdesk

Important characteristics:

• Omnichannel Engagement: Offers customer service across a variety of channels, including SMS, chat, and phone calls.
• AI Workforce software in call centre management: Utilise AI-driven technologies effectively in staff forecasting and scheduling.
• Call Monitoring and Reporting: Enables managers to create thorough reports and keep an eye on calls in real-time.
• Cloud-Based Solution: Remotely accessible and readily expandable.

Advantages:

• Strong automation and AI features.
• Team performance is enhanced through real-time call monitoring.
• The scalable option is suitable regardless of team size.

Cons:

• Higher pricing range compared to some competitors.
• New users may encounter a rather steep learning curve.

Cost: Based on the number of agents and features required, a custom price will be set.

Shiftboard

Important characteristics:

• Scheduling Process Automation: By automating the scheduling process, Shiftboard reduces the chance of human errors.
• Advanced Reporting: Provides detailed statistics on employee attendance and performance.
• Mobile App: Employees can access schedules and updates via their mobiles.
• Employees can swap shifts if approved by their manager.

Advantages:

• Automated scheduling reduces administrative workload.
• Employee mobile access adds flexibility.
• Robust features designed to enhance workforce analysis reporting.

Cons:

• Beginners might find the UI challenging.
• Limited third-party integrations.

Pricing: Enterprise-level pricing is offered, starting at $3 per user per month.

Assembled

Important characteristics:

• Real-time schedule management: Adapt schedules in real time according to staff availability and call volume;
• Forecasting Tools: Utilise historical data to predict staffing needs and adjust schedules accordingly;
• Time-Off Management: Allow staff to request time off directly through the app for easier leave management;
• Integrations: Seamlessly interfaces with call centre scheduling software and widely-used CRM solutions.

Advantages:

• Strong forecasting capabilities for accurate scheduling.
• Fast updates are possible with real-time modifications.
• User-friendly and intuitive interface.

Cons:

• Limited customisation options.
• Reporting features could be improved.

Cost: Based on the contact centre size and needs, a customised price is offered.

NICE Workforce Management

Important characteristics:

• AI-Driven Forecasting: Anticipate call volumes and staffing levels using NICE's AI-based forecasting solutions.
• Intraday Management: Use real-time analytics to adjust staffing needs throughout the day.
• Multi-skill scheduling assigns staff to appropriate calls based on their skills.
• Comprehensive Reporting: Offers in-depth analysis of staff performance and call centre efficiency.

Advantages:

• Advanced AI-powered solutions for precise staffing.
• Efficiency enhanced by real-time intraday management.
• Strong analytics and reporting capabilities.

Cons:

• Higher pricing due to premium features.
• Requires training to fully leverage its capabilities.

Cost: Custom pricing; contact NICE for a comprehensive quote.

TixTime

Important characteristics:

• Easy Scheduling: User-friendly interface for scheduling call centre staff.
• Time Tracking: Monitor employee hours and attendance through the application.
• Shift Alerts: Notify workers of upcoming shifts or schedule changes.
• Payroll Integration: Ensures accurate pay through seamless integration with payroll systems.

Advantages:

• User-friendly and efficient scheduling features.
• Affordable options ideal for small businesses.
• Easy integration with payroll systems.

Cons:

• Lacks advanced staff management tools.
• Limited reporting and analytics functions.

Pricing: One of the more cost-effective options, starting at $2 per user per month.

Humanity

Important characteristics:

• Humanity uses automated scheduling to save time and ensure adequate staffing.
• Mobile Access: Staff can view and adjust their schedules via the mobile app.
• Labour Law Compliance: Ensure your schedules comply with applicable local labour laws.
• Employees can easily switch shifts with managerial approval.

Advantages:

• Highly automated for simple scheduling.
• Mobile access provides more flexibility for staff.
• Compliance features help reduce legal risks.

Cons:

• Higher pricing on advanced plans.
• Limited integration options.

Pricing: Starts at $3 per user per month, extra charges apply for advanced features.

Zoho Voice

Important characteristics:

• Omnichannel communication to facilitate effective client interactions, supporting email, SMS, and phone calls;
• Call Recording: Record calls for quality assurance and training purposes;
• Real-Time Analytics: Provides call analytics in real time to track and adjust team performance as needed;
• Flexible API Integration: Integrate Zoho Voice with your existing helpdesk and CRM applications.

Advantages:

• Strong cross-channel support for smooth communication.
• Real-time analytics provide instant insights.
• Affordable options available for small to medium enterprises.

Cons:

• Lacks some advanced features found in premium systems;
• Limited workforce management tools.

Pricing: One of the most affordable options, starting at $1 per user per month.

Compare Table Call Centre Software

Making the right decision to find the best scheduling software for call centres may be easier with a clear comparison of top options. The following comparison table outlines the key features, pricing, and ease of use of several call centre scheduling solutions.

Software	Key Features	Pricing	User-Friendliness
Shifton	Real-time reporting, shift swapping, employee self-service, and AI-driven scheduling	Free version available, contact for pricing for large businesses	A user-friendly interface that integrates seamlessly, enabling smooth navigation.
RingCentral Contact Centre	Workforce management, automated call routing, and omnichannel support	Contact for pricing	Rich in features, with considerable training needed to fully harness them.
Deputy	Payroll integration, shift swapping, automatic rostering, and time tracking	Starts at $2.50 per user/month	An easy-to-use platform with adaptable features suitable for various business needs.
Talkdesk	Advanced analytics, omnichannel capabilities, and workforce management driven by AI	Contact for pricing	A contemporary interface that prioritises customisability and ease of use
Shiftboard	Employee rostering software call centre, compliance tools, real-time reporting, and demand forecasting	Starts at $3 per user/month	Adaptable and all-encompassing platform, whilst initial setup may be challenging
Assembled	Demand forecasting, shift management, and optimal rostering	Contact for pricing	Easy to use, with adjustable rostering capabilities, ideal for medium-sized enterprises
NICE Workforce Management	Multi-channel support, real-time performance metrics, extensive rostering capabilities	Contact for pricing	Highly adaptable; however, individuals without a technical background will require additional training.
TixTime	Flexible shift assignments, performance metrics, and employee rostering	Starts at $2 per user/month	User-friendly tools featuring an effective UI, ideal for small to medium-sized teams.
Humanity	Timekeeping, real-time reporting, dynamic rostering, and mobile access	Starts at $3 per user/month	Extremely user-friendly and mobile-optimised design allows for effortless control while on the go.
Zoho Voice	Real-time monitoring, omnichannel communication, and automated rostering	Starts at $1 per user/month	Easy to navigate and straightforward, particularly suitable for small and medium-sized enterprises.

 

How to Choose Call Centre Scheduling Software

Selecting the best scheduling software for call centres for your contact centre requires weighing several considerations, including features, affordability, convenience of use, and integrations. Let's examine the factors to consider regarding each of these elements.

1. Integrations

To guarantee that your scheduling software for call centres functions flawlessly with the other instruments in your contact centre, integrations are essential. The entire effectiveness of the contact centre is increased by its capacity to interface with analytics platforms, phone systems, chat software, and Customer Relationship Management (CRM) systems.Important scheduling software for call centres to look for include:

• CRM programmes such as Zoho CRM or Salesforce, facilitate smooth data transfer between staff schedules and customer contacts.
• Tools that manage the workforce by linking timekeeping, performance evaluation, and scheduling.
• Communication platforms, including chat programmes and VoIP services, that integrate with scheduling to ensure staff members are accessible when needed.
• HR and payroll systems that simplify the management of employee hours, requests for time off, and payments.

Data silos can cause operational disruptions and lower team effectiveness in your contact centre if they are not properly integrated.

2. Features and functionalities

A call centre schedule software solution needs to be jam-packed with features that aid in workflow optimisation as well as schedule management. Typical elements that improve scheduling effectiveness are as follows:

• Automated Scheduling: Assign shifts automatically as per worker availability, skill levels, and call volume requirements.
• Real-time Monitoring: Monitor and modify schedules in response to sudden increases in call traffic or personnel shortages.
• Self-Service Options: Give staff members the ability to use the platform to manage their schedules, switch shifts, or seek time off.
• Forecasting Tools: Make more accurate scheduling decisions and reduce instances of overstaffing or understaffing by using past data to forecast future call traffic;
• Analytics and Reporting: Detailed reports that facilitate data-driven decision-making for supervisors by assisting them in understanding trends, performance measures, and staffing requirements.

Because of these qualities, workforce management can be approached more proactively, guaranteeing that agents are where they should be when they should be and that the scheduling system is adaptable enough to handle unforeseen spikes in demand.

3. Pricing

When selecting scheduling software for call centres, cost is an important consideration. To ensure you receive value from your purchase, it is essential to compare the price and the features offered.Typical call centre scheduling tools provide:

• Per user/month pricing: Many scheduling software for call centres solutions charge based on the number of users, which can be beneficial to small to mid-sized teams. TixTime software, ideal for small call centres, starts at $2 per user per month.
• Unique pricing: Based on the scale of the contact centre and the particular features needed, enterprise-level systems such as NICE Workforce Management and Talkdesk frequently provide unique pricing.

Take into account the following while assessing pricing:

• Scalability: Can the scheduling software for call centres handle additional agents and sophisticated features as your company expands?
• Costs associated with support and training: Certain platforms may charge extra for comprehensive onboarding or premium assistance;
• Features: Does the programme have several price tiers that, as you go up, unlock more features?

Making an educated choice requires weighing the potential of the scheduling software for call centres to increase operational efficiency against its cost.

4. User-friendliness

How simple it is for your staff to use and adjust to the scheduling software for call centres is determined by its user-friendliness. A simple design can increase adoption rates and general happiness, whereas a complicated interface may result in inefficiencies and even resistance from staff members.The following criteria should be used to assess user-friendliness:

• Software should have an intuitive interface with easily navigable menus, straightforward dashboard designs, and readily available tools for scheduling, switching shifts, and producing reports;
• Mobile Accessibility: Since many best contact centre software representatives work from home, having a smartphone is essential for receiving real-time schedule changes. Mobile-friendly platforms are provided by tools such as Deputy and Humanity, which enable managers and staff to oversee schedules while on the go;
• Minimal Learning Curve: Introducing new staff to a scheduling software for call centres solution should not take a long period, especially in big contact centres. The best platforms are ones that have helpful staff, help centres, and guided lessons.

Selecting an easy-to-use platform guarantees that managers and staff can rapidly adjust, cutting down on downtime and increasing output.

The Bottom Line On Call Centre Scheduling Software

Scheduling software for call centres is necessary to maximise staff management in contact centres. Through the optimisation of shift assignment, performance monitoring, and data analysis, these solutions support the maintenance of appropriately staffed and effectively operating software contact centres. They enable managers to deploy resources wisely, distributing workloads and lowering the possibility of either an overstaffing or understaffing situation, which might result in lower service quality or higher operating expenses.Advanced scheduling software for call centres also offers real-time reporting and analytics capabilities, which empower managers to make data-driven choices on resource allocation and staffing. These insights are useful for predicting future staffing needs, detecting peak hours, and analysing call traffic patterns - all of which lead to increased customer satisfaction and productivity.It is important to take several important things into account when choosing the best scheduling software for call centres, such as integrations, price, usability, and necessary features. Integrations with other corporate systems, such as CRM and HR software, may considerably expand the usefulness of the scheduling tool, allowing for easy data exchange and enhancing overall productivity.In conclusion, carefully evaluating the unique requirements and goals of your company is essential to choosing the best scheduling software for call centres. Contact centres may optimise their workforce management procedures and increase customer satisfaction, performance, and operational efficiency by utilising the appropriate technologies.