Top 10 Call Centre Scheduling Tools: Enhance Efficiency in New Zealand

Efficient management of top call centre software requires careful planning and precise scheduling. Ensuring every shift is covered, agents are engaged, and customer service operates smoothly can be challenging without the right tools. This is where scheduling software for call centres comes into play.These solutions aim to streamline the workforce management process while maximising agent output and cutting costs. In this article, we will discuss the top 10 scheduling software solutions for call centres that can help your business thrive, providing vital insights, features, pros, and cons, along with guidance on selecting the best tool for your needs.

What Is Call Centre Scheduling Software

Scheduling software for call centres is a specific tool designed to help contact centres better manage their staff. It maximises client support and operational efficiency through an automated scheduling process, ensuring the right number of agents are available at the right times.Using this scheduling software in call centres, managers can create, distribute, and modify schedules that consider a range of factors, such as client needs, staff availability, and peak call periods. It acts as the framework that governs call centre operations, enhances overall client satisfaction, and boosts agent productivity.

How Scheduling Software Can Benefit Your Call Centre

In terms of call centre management, efficient scheduling software possesses several advantages that improve both customer and employee satisfaction. Here's how this contact centre tool can transform your operation.The shift allocation process is primarily automated and simplified by scheduling software for call centres, saving time and effort compared to manual scheduling. By minimising the likelihood of human errors, this technology ensures enough agents are available during busy times to handle calls. Consequently, agents can focus more on providing excellent customer service instead of being bogged down by administrative work.Additionally, efficient scheduling software for call centres enhances staff efficiency. These tools enable managers to plan according to actual demand by analysing and forecasting call volumes based on historical data. This leads to better resource allocation and prevents scenarios where contact centres are either overstaffed or understaffed, ultimately reducing operational costs and boosting productivity.Using effective scheduling software for call centres may result in improved customer satisfaction, smoother operations, and higher employee morale. By leveraging technology to provide a more responsive and efficient workplace, contact centres can improve business outcomes.

1. Higher agent productivity

Scheduling software for call centres ensures agents work efficiently without being overburdened or underutilised by automating shift assignments and task allocation. This reduces idle time and increases overall output.

2. Improves transparency

Contact centre solutions promote transparency among the workforce. By allowing agents to request time off, swap shifts, and view their schedules via a single, centralised website, fairness and clarity are enhanced.

3. Higher agent engagement

Flexible scheduling combined with fair job allocation boosts agent morale and engagement. Workers are more likely to perform at their best when they feel their time is respected.

4. High-cost savings

Effective scheduling reduces errors, additional costs, and no-show rates. Businesses utilising the top scheduling software solutions for call centres experience significant cost savings.

5. Enhances customer experiences

Agents with set schedules are less stressed and better equipped to respond to customer inquiries, improving customer relations and satisfaction levels. Scheduling software for call centres ensures the right agents are available to provide excellent service when needed.

6. Quick internal communication

These scheduling software solutions for call centres facilitate real-time communication between supervisors and agents about important updates or schedule changes, keeping teams in sync and the scheduling call app running smoothly.

TOP-10 Call Centre Scheduling Software Reviews

Businesses search for the best call centre scheduling software to oversee their staff effectively and boost productivity. In this review, we will explore the Top 10 scheduling software solutions for call centres, focusing particularly on their primary features, benefits, and pricing to keep your staff as organised as possible.

Shifton

Important features:

• Automated Scheduling: Shifton's platform automates the entire scheduling process, reducing errors and freeing managers' time.
• Employee Self-Service: A self-service portal allows staff to view and switch shifts, speeding up communication.
• Forecasting: Shifton's forecasting tools help you predict call volumes and staffing needs.
• Mobile Access: Accessing the platform via mobile devices ensures staff can manage their schedules on the go.
• Real-Time Updates: Shifton provides up-to-date information on staff availability and schedule changes in real-time.

Advantages:

• An easy-to-use interface with rapid onboarding.
• Flexible scheduling options to suit different industry needs.
• Employee autonomy via self-service tools.
• Customer support.

Cons:

• Open API for integrations.
• Add and invite up to 100 employees.
• Different roles (administrator, manager, employee).
• Unlimited automated schedules.
• Open shifts.
• Shift swapping/transfer.
• Overtime control.
• Night hours configuration.
• One project.
• Mobile app.
• API Access.

Pricing: Offers a free edition, with customised pricing available for larger teams.

RingCentral Contact Centre

Important features:

• RingCentral Contact Centre provides omnichannel support, including chat, email, voice, and social media help;
• AI-Powered Analytics: Gain deep insight into call volumes and staff productivity;
• Skill-Based Routing: Automatically direct calls to the most qualified agent based on skill sets;
• Workforce Optimisation Tools: Include staff planning and forecasting, crucial for contact centre management.

Advantages:

• Strong connectivity with additional RingCentral tools.
• Advanced analytics tools for more in-depth analysis.
• Reliable omnichannel support for enhanced client service.

Cons:

• Higher pricing compared to some competitors;
• May take longer to set up due to its complexity.

Pricing: Obtain a quote from RingCentral by reaching out, as pricing varies based on team size and needs.

Deputy

Important features:

• Drag-and-Drop Scheduling: Effortlessly create staff schedules using a visual drag-and-drop interface;
• Compliance Tracking: Reduces legal risks by ensuring schedules comply with labour laws;
• Task Management: Assign tasks directly to employees using the scheduling software for call centres;
• Real-Time Attendance: Track employee attendance in real-time to prevent under- or overstaffing.

Advantages:

• A user-friendly interface enables quick schedule creation.
• Strong tools to ensure compliance with scheduling regulations.
• Integration with payroll systems.

Cons:

• Limited advanced features in lower-tier packages.
• Can be costly for larger teams.

Pricing: Scheduling plan starts at $2.50 per user per month; higher-tier subscriptions offer more features.

Talkdesk

Important features:

• Omnichannel Engagement: Delivers customer service across various channels like SMS, chat, and phone calls.
• AI Workforce Management in call centre: Efficient use of AI-powered tools for workforce forecasting and scheduling.
• Call Monitoring and Reporting: Allows managers to monitor calls in real-time and produce detailed reports.
• Cloud-Based Solution: Easily scalable and accessible from anywhere.

Advantages:

• Strong automation and AI features.
• Team performance gets better through real-time call monitoring.
• The scalable option suits any team size.

Cons:

• Wider price range when compared to some competitors.
• New users might encounter a steep learning curve.

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

Shiftboard

Important features:

• Scheduling Process Automation: Automating scheduling helps Shiftboard reduce the risk of human errors.
• Advanced Reporting: Provides detailed stats on employee attendance and performance.
• Mobile App: Employees can access schedules and updates on their phones.
• Staff can swap shifts if approved by their manager.

Advantages:

• Automated scheduling lessens administrative work.
• Mobile access by employees offers more flexibility.
• Strong features focused on improving workforce analysis reporting.

Cons:

• The UI might be tough for beginners to navigate.
• Few integrations with third-party applications.

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

Assembled

Important features:

• Real-time schedule management: Adjust schedules in real-time based on staff availability and call volume;
• Forecasting Tools: Use past data to predict staffing needs and modify schedules accordingly;
• Time-Off Management: Easier leave management by letting staff request time off directly via the app;
• Integrations: Easily works with scheduling software for call centres and popular CRM systems.

Advantages:

• Strong forecasting skills for accurate scheduling.
• Real-time updates allow quick changes.
• User interface that's simple and intuitive.

Cons:

• Limited customisation options.
• Reporting features could improve.

Cost: Prices based on call centre size and needs, with custom pricing given.

NICE Workforce Management

Important features:

• AI-Based Forecasting: Anticipate call volumes and staffing through NICE's AI-based solutions.
• Intraday Management: Use real-time analytics to adjust staffing needs during the day.
• Multi-skill scheduling involves allocating staff to appropriate calls based on their skills.
• Comprehensive Reporting: Offers detailed analysis of staff performance and call centre efficiency.

Advantages:

• Advanced AI-driven tools deliver precise staffing.
• Real-time intraday management boosts efficiency.
• Strong analytics and reporting power.

Cons:

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

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

TixTime

Important features:

• Easy Scheduling: Provides a user-friendly interface for scheduling call centre agents.
• Time tracking: Keep an eye on employee hours and attendance using the software.
• Shift Alerts: Employees get notified of upcoming shifts or schedule changes.
• Payroll integration: Ensures accurate pay by seamlessly integrating with payroll systems.

Advantages:

• User-friendly and efficient scheduling features.
• Affordable options suitable for small businesses.
• Easy payroll system integration.

Cons:

• Lacks advanced workforce management tools.
• Limited reporting and analytics capabilities.

Pricing: Among more affordable options, with prices starting at $2 per user per month.

Humanity

Important features:

• Automated scheduling with Humanity saves time and ensures adequate staffing.
• Mobile Access: Staff members can view and update their schedules through the mobile app.
• Labour Law Compliance: Ensure schedules comply with local labour laws.
• Employees can easily swap shifts if approved by managers.

Advantages:

• Highly automated for easy scheduling.
• Mobile access gives employees more flexibility.
• Compliance features reduce legal risks.

Cons:

• Higher cost for more advanced plans.
• Limited integration options.

Pricing: Starts at $3 per user per month, with extra fees for advanced features.

Zoho Voice

Important features:

• Omnichannel communication aids effective client interaction via email, SMS, and phone calls;
• Call Recording: Records calls for quality assurance and training purposes;
• Real-Time Analytics: Offers real-time call analytics to track and adjust team performance as needed;
• Adaptable API Integration: Integrate Zoho Voice with your existing helpdesk and CRM software.

Advantages:

• Robust multichannel support ensures seamless communication.
• Real-time analytics offer immediate insights.
• Affordable options available for small and medium businesses.

Cons:

• Lacks some advanced features present in premium systems;
• Limited resources for managing the workforce.

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

Compare Table Call Centre Software

Making the right decision to secure the best scheduling software for call centres is easier with a clear comparison of top options. The comparative table below highlights key features, pricing, and usability of various call centre scheduling solutions.

Software	Key Features	Pricing	User-Friendliness
Shifton	Real-time reporting, shifting, employee self-service, and AI-driven scheduling	Free version, contact for pricing for large companies	A user-friendly interface that integrates smoothly and enables easy navigation.
RingCentral Contact Centre	Workforce management, automated call routing, and omnichannel support	Contact for pricing	Feature-rich, but substantial training is needed to fully use it.
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 AI-driven labour management	Contact about pricing	A modern interface that emphasises 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	Versatile and all-inclusive platform, though initial setup might be challenging
Assembled	Demand forecasting, shift management, and optimal rostering	Contact about pricing	Simple to use, with adaptable rostering capabilities, ideal for medium-sized enterprises
NICE Workforce Management	Multi-channel support, real-time performance metrics, extensive rostering capabilities	Contact about pricing	Highly adaptable; however, individuals without a technical background will need extra 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 rostering software for call centres for your contact centre requires weighing several considerations, including features, affordability, ease of use, and integrations. Let's examine the factors to consider with respect to each of these elements.

1. Integrations

To ensure your call centre rostering software functions seamlessly with the other tools in your contact centre, integrations are essential. The overall effectiveness of the contact centre is enhanced by its ability to interface with analytics platforms, phone systems, chat software, and Customer Relationship Management (CRM) systems.Key rostering software for call centres to look for include:

• CRM programs like Zoho CRM or Salesforce facilitate smooth data transfer between staff rosters and customer interactions.
• Tools that manage the workforce by linking timekeeping, performance evaluation, and rostering.
• Communication platforms, including chat programs and VoIP services, that integrate with rostering to ensure staff members are available when needed.
• HR and payroll systems that simplify the management of employee hours, leave requests, and payments.

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

2. Features and functionalities

A call centre rostering software solution needs to be packed with features that aid in workflow optimisation as well as roster management. Typical elements that improve rostering efficiency are as follows:

• Automated Rostering: Assign shifts automatically based on worker availability, skill levels, and call volume needs.
• Real-time Monitoring: Monitor and modify rosters in response to sudden surges in call traffic or staff shortages.
• Self-Service Options: Give staff members the ability to use the platform to manage their rosters, swap shifts, or request leave.
• Forecasting Tools: Make more accurate rostering 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 helping them understand trends, performance metrics, and staffing requirements.

With these qualities, workforce management can be approached more proactively, ensuring agents are where they need to be when they should be, and that the rostering system is adaptable enough to handle unexpected surges in demand.

3. Pricing

When selecting rostering software for call centres, cost is a crucial consideration. To get value from your purchase, it's essential to compare the price and the features offered.Typical call centre rostering tools provide:

• Per user/month pricing: Many rostering software solutions for call centres 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 required, enterprise-level systems like NICE Workforce Management and Talkdesk often provide unique pricing.

Consider the following when assessing pricing:

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

Making an informed choice requires weighing the potential of the rostering software for call centres to boost operational efficiency against its cost.

4. User-friendliness

How simple it is for your staff to use and adapt to the call centre rostering software is determined by its user-friendliness. A simple design can increase adoption rates and general satisfaction, while 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 rostering, swapping shifts, and generating reports;
• Mobile Accessibility: Since many top contact centre software representatives work from home, having a smartphone is essential for receiving real-time roster changes. Mobile-friendly platforms are offered by tools like Deputy and Humanity, which enable managers and staff to manage rosters while on the go;
• Minimal Learning Curve: Introducing new staff to a rostering software solution for call centres shouldn't be time-consuming, especially in large contact centres. The best platforms are those that have helpful staff, help centres, and guided lessons.

Choosing an easy-to-use platform ensures that managers and staff can quickly adapt, cutting down on downtime and boosting productivity.

The Bottom Line On Call Centre Scheduling Software

Rostering software for call centres is required to optimise staff management in contact centres. By optimising shift assignment, performance monitoring, and data analysis, these solutions help maintain appropriately staffed and efficiently functioning software contact centres. They enable managers to allocate resources wisely, balancing workloads and reducing the chance of overstaffing or understaffing, which could lead to lower service quality or higher operational costs.Advanced rostering software for call centres also offers real-time reporting and analytics capabilities, empowering managers to make data-driven decisions regarding resource allocation and staffing. These insights are useful for predicting future staffing needs, identifying peak times, and analysing call traffic patterns - all of which lead to greater customer satisfaction and productivity.It's critical to consider several important factors when picking the best rostering software for call centres, such as integrations, price, usability, and necessary features. Integrations with other business systems, like CRM and HR software, can considerably expand the flexibility of the rostering tool, allowing for easy data sharing and enhancing overall productivity.In conclusion, carefully evaluating the unique requirements and goals of your organisation is key to choosing the best rostering software for call centres. Contact centres can optimise their workforce management procedures and boost customer satisfaction, performance, and operational efficiency by using the right technologies.