How Shifton Can Boost Call Centre Performance

Call centre managers need to keep an eye on the workflow and oversee the execution of the plan by the operators daily. One of their most important tasks is to create and maintain the call centre schedules. Since customers can be located all over the world, there should always be operators in the call centre who work according to the subscribers' local time. Call centre managers should take into account the work schedules and the number of operators on each shift when creating their monthly schedules. Otherwise, mistakes with working hours, shifts, and distribution of employees are inevitable.

How Shifton Enhances Call Centre Efficiency

1. Shifton Supports All Schedule Types

• Operators can work in two shifts, 8 hours a day, with a set lunch break four hours after starting the shift.
• This schedule format also assumes an 8-hour workday with a fixed start time for a call centre employee.
• Operators can take a lunch break and request breaks at any time during their workday.
• Operators can work in 4/8 hour shifts, determining the start of their workday and taking breaks during shifts.

This type of work schedule not only cuts the cost of call centre staff by almost 25% but also significantly improves productivity. Shifton can handle all these types of work schedules, supporting flexible start times, break requests, and time off. With Shifton, call centre managers can create schedules for any number of departments and employees.

2. Shifton Helps Maintain the Work Schedule

A call centre schedule must be arranged so that breaks, lunches, meetings, and other events do not disrupt the workflow. After the primary setup, Shifton will automatically configure your schedules so that operator breaks do not overlap. While several operators take a break, others continue to work. Thus, using the Shifton app helps eliminate downtime and maintain the schedule structure.

3. Shifton Allows Instant Schedule Updates

If call centre staff do not feel at least a bit of freedom, they may lose interest in work over time. With Shifton, managers can allocate shifts so that operators work fewer days a week but with full hours. Additionally, if necessary (e.g., during lockdowns), employees can have flexible start and end times for shifts and even work from home on certain days or full-time.

4. Shifton Tracks and Evaluates Call Centre Performance

Analysing statistics in CRM is essential for proper scheduling in a call centre. Shifton offers powerful reporting tools that display statistics on call centre performance from various perspectives. Customisable modules not only display data in reports but also allow forecasts on costs, hours, and more, helping optimise company processes.

5. Shifton Supports Integration with Other Programs

No matter what software you use for employee management, accounting, and work tracking, Shifton simplifies your life. The Shifton app provides integration capabilities with many popular programmes to improve workflows, exchange data, and provide API access for various integrations. Since Shifton integrates with other programmes (e.g., Quickbooks), management gains access to all necessary reports—on working hours, shifts, salaries, fines, and bonuses. Looking for new integrations or features? Tell us about your needs, and Shifton will suggest a suitable solution. With Shifton, a call centre manager can effectively create schedules for any number of departments and employees with just a few clicks. Shifton's available features and integrations allow you to use this application as a single programme for completing and tracking daily tasks in the call centre. *All original photographs courtesy of DialogMarket call centre. The review of Shifton by DialogMarket executive manager can be found here.