Top 10 Call Centre Scheduling Software to Boost Efficiency and Cut Costs

Efficient top call centre software management requires careful planning and precise scheduling. Ensuring that all shifts are covered, agents are engaged, and customer service operates smoothly may be challenging without the right tools. Scheduling software for call centres may be beneficial in this situation.These products aim to simplify the workforce management process while maximising agent output and reducing costs. In this article, we will cover the top 10 scheduling software for call centres solutions that may help your business succeed, providing you with crucial insights, features, pros, and cons, along with information on how to choose the best tool for your needs.

What Is Call Centre Scheduling Software

A specific tool, scheduling software for call centres, is designed to assist contact centres in better managing their employees. It maximises client support and operational efficiency by scheduling an automation process, which ensures that the appropriate number of agents are available 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 factors, 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 satisfaction. This is how your contact centre tool may be transformed by it.The shift allocation process is primarily automated and simplified by scheduling software for call centres, which saves time and effort compared to manual scheduling. By reducing the possibility of human errors, this technology ensures that sufficient agents are on hand during busy periods to answer incoming calls. Consequently, agents are free to focus more on delivering great customer service rather than being weighed 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, streamlined operations, and higher employee morale. Contact centres may improve company outcomes by using 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 reduces idle time and boosts overall productivity.

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 request 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 deliver their best work when they believe that their time is valued.

4. High-cost savings

Reduced scheduling errors, extra expenses, and no-show rates are all outcomes of effective scheduling. Businesses using the leading scheduling software for call centres solutions benefit greatly from these cost savings.

5. Enhances customer experiences

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

6. Quick internal communication

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

TOP-10 Call Centre Scheduling Software Reviews

Businesses seek the best call centre scheduling software to effectively oversee their employees and increase production. To keep your staff as organised as possible, we will examine the Top 10 scheduling software for call centres solutions in this study, focusing on their primary features, benefits, and costs.

Shifton

Important characteristics:

• Automated Scheduling: By automating the entire scheduling process, Shifton's platform reduces errors and frees up managers' 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 ensures 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 interface with quick onboarding.
• Flexible scheduling options to accommodate different industry needs.
• Employee independence through 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 Centre provides omnichannel assistance, which includes chat, email, voice, and social media help;
• AI-Powered Analytics: Gain 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 price in comparison to certain competitors;
• Perhaps due to 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 reduces 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 quick generation of schedules.
• Robust tools ensure compliance with scheduling legislation.
• Payroll system integration.

Cons:

• Limited advanced features in plans 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 offer more capabilities.

Talkdesk

Important characteristics:

• Omnichannel Engagement: Offers customer service across various 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 monitor calls in real-time.
• Cloud-Based Solution: Remotely accessible and readily scalable.

Advantages:

• Strong automation and AI features.
• Team performance is enhanced by real-time call monitoring.
• The scalable option is suitable no matter the size of the team.

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 requested, a custom price will be provided.

Shiftboard

Important characteristics:

• Scheduling Process Automation: By automating the scheduling process, Shiftboard reduces the possibility of human errors.
• Advanced Reporting: Provides detailed statistics on employee attendance and performance.
• Mobile App: Staff can access schedules and updates on their mobile phones.
• Employees may swap shifts if their manager approves.

Advantages:

• Automated scheduling reduces administrative workload.
• Mobile access for staff increases flexibility.
• Robust features aiming to enhance workforce analysis reporting.

Cons:

• Beginners may find using the UI challenging.
• Few integrations with third parties.

Pricing: Enterprise-level pricing available, with a starting price of $3 per user per month.

Assembled

Important characteristics:

• Real-time schedule management: Modify schedules in real-time to respond to personnel availability and call volume;
• Forecasting Tools: Make use of historical data to predict staffing needs and adjust schedules accordingly;
• Time-Off Management: Easier leave management by allowing employees to request time off directly through the app;
• Integrations: Easily connects with call center scheduling software and popular CRM solutions.

Advantages:

• Strong forecasting capabilities for accurate scheduling.
• Fast updates are possible with real-time information.
• User interface that is simple to use and understand.

Cons:

• Limited options for customisation.
• Reporting features need enhancement.

Cost: Based on the size and requirements of the contact center, a customised price is provided.

NICE Workforce Management

Important characteristics:

• AI-Driven Forecasting: Predict call volumes and staffing needs using NICE's AI-based forecasting solutions.
• Intraday Management: Adjust staffing requirements throughout the day with real-time analytics.
• Multi-skill scheduling involves assigning employees to suitable calls according to their skills.
• Comprehensive Reporting: Provides in-depth analysis of employee performance and call center efficiency.

Advantages:

• Advanced AI-powered technologies for precise staffing.
• Efficiency increases with real-time intraday management.
• Strong analytics and reporting capabilities.

Cons:

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

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

TixTime

Important characteristics:

• Easy Scheduling: Provides a user-friendly interface allowing users to arrange call center reps' schedules.
• Time tracking: Track staff hours and attendance with the programme.
• Shift Alerts: Employees are notified of upcoming shifts or changes to their schedules.
• Payroll Integration: Seamless integration with payroll systems ensures accurate payment.

Advantages:

• User-friendly and effective scheduling features.
• Reasonably priced options for small businesses.
• Simple integration with payroll systems.

Cons:

• Lacks advanced tools for staff management.
• Limited reporting and analytics capabilities.

Pricing: One of the more affordable solutions, with a starting point of $2 per user per month.

Humanity

Important characteristics:

• Humanity leverages automated scheduling to save time and ensure sufficient staffing.
• Mobile Access: Staff can view and adjust schedules through the mobile app.
• Labour Law Compliance: Ensure that created schedules comply with all relevant local labour laws.
• Employees can swap shifts easily as long as their manager approves.

Advantages:

• Highly automated to allow easy scheduling.
• Mobile access provides employees with more flexibility.
• Compliance features reduce legal risks.

Cons:

• Higher price on advanced plans.
• Fewer integration options.

Pricing: Starts at $3 per user per month, with additional costs for advanced features.

Zoho Voice

Important characteristics:

• Omnichannel communication supports effective customer interactions through email, SMS, and phone calls;
• Call Recording: Capture calls for quality control and training purposes;
• Real-Time Analytics: Provides real-time call analytics for tracking and adjusting team performance as needed;
• Adaptable API Integration: Integrate Zoho Voice with the helpdesk and CRM systems you currently use.

Advantages:

• Strong support across all channels ensures seamless communication.
• Real-time analytics offer prompt insights.
• Affordable options available for small to medium-sized businesses.

Cons:

• Lacks some high-end features found in premium systems;
• Limited resources for workforce management.

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

Compare Table Call Center Software

Choosing the best scheduling software for call centers can be easier with a clear comparison of the top options. The following comparison table outlines key features, costs, and user-friendliness of various call center 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 large enterprise pricing	User-friendly interface with seamless integration and easy navigation.
RingCentral Contact Center	Workforce management, automated call distribution, and omnichannel support	Contact for pricing	Feature-rich, but requires significant training to fully exploit.
Deputy	Payroll integration, shift swapping, automatic scheduling, and time tracking	Starts at $2.50 per user/month	An easy-to-use platform with adaptable features suited for various business needs.
Talkdesk	Advanced analytics, omnichannel capabilities, and labour management driven by AI	Contact about pricing	A modern interface that prioritises customisability and ease of use
Shiftboard	Employee scheduling software call centre, compliance tools, real-time reporting, and demand forecasting	Starts at $3 per user/month	Adaptable and all-inclusive platform, though the initial setup may be tricky
Assembled	Demand forecasting, shift management, and optimal scheduling	Contact about pricing	Simple to use, with adjustable scheduling capabilities, ideal for medium-sized businesses
NICE Workforce Management	Multi-channel support, real-time performance metrics, extensive scheduling capabilities	Contact about pricing	Highly adaptable; however, individuals without a technical background will need additional training.
TixTime	Flexible shift assignments, performance metrics, and employee scheduling	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 scheduling, and mobile access	Starts at $3 per user/month	Extremely user-friendly and mobile-optimised design allows for effortless control while on the move.
Zoho Voice	Real-time monitoring, omnichannel communication, and automated scheduling	Starts at $1 per user/month	Easy to navigate and straightforward, particularly suitable for small and medium-sized businesses.

 

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 ensure that your call centre scheduling software functions seamlessly with the other tools in your contact centre, integrations are crucial. The overall effectiveness of the contact centre is enhanced by its ability to integrate with analytics platforms, phone systems, chat software, and Customer Relationship Management (CRM) systems.Important scheduling software for call centres to look for includes:

• CRM programmes such as Zoho CRM or Salesforce, which facilitate seamless data transfer between staff schedules and customer interactions.
• 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 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 reduce team effectiveness in your contact centre if they are not properly integrated.

2. Features and functionalities

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

• Automated Scheduling: Assign shifts automatically based on 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: Allow staff members to use the platform to manage their schedules, switch shifts, or request time off.
• Forecasting Tools: Make more accurate scheduling decisions and reduce instances of overstaffing or understaffing by using historical 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.

These features allow for a more proactive approach to workforce management, ensuring that agents are where they need to be when they need to be and that the scheduling system is flexible enough to cater for unforeseen spikes in demand.

3. Pricing

When selecting scheduling software for call centres, cost is an important consideration. To ensure you get 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 centre 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 often provide unique pricing.

Consider the following while assessing pricing:

• Scalability: Can the call centre scheduling software handle additional agents and sophisticated 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 programme have several pricing tiers that unlock more features as you move up?

Making an informed choice requires weighing the potential of the call centre scheduling software to increase operational efficiency against its cost.

4. User-friendliness

How easy it is for your staff to use and adapt to the call centre scheduling software is determined by its user-friendliness. A simple design can increase adoption rates and overall satisfaction, whereas a complicated interface may lead to 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 remotely, having a mobile is essential for receiving real-time schedule changes. Mobile-friendly platforms are provided by tools such as Deputy and Humanity, which allow managers and staff to oversee schedules on the go;
• Minimal Learning Curve: Introducing new staff to a call centre scheduling software solution should not take a long period, especially in large contact centres. The best platforms are ones that have helpful staff, help centres, and guided lessons.

Selecting an easy-to-use platform ensures that managers and staff can swiftly adapt, reducing downtime and increasing output.

The Bottom Line On Call Centre Scheduling Software

Scheduling software for call centres is essential 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 efficiently operating software contact centres. They enable managers to deploy resources wisely, distribute workloads, and reduce the risk of either an overstaffing or understaffing situation, which could result in decreased service quality or increased operating costs.Advanced call centre scheduling software also offers real-time reporting and analytics capabilities, empowering managers to make data-driven decisions on resource allocation and staffing. These insights are useful for predicting future staffing needs, identifying peak hours, and analysing call traffic patterns - all of which lead to increased customer satisfaction and productivity.It is important to take several important factors 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 significantly expand the functionality of the scheduling tool, allowing for seamless data exchange and enhancing overall productivity.In conclusion, carefully evaluating the unique requirements and goals of your company is essential to selecting the best scheduling software for call centres. Contact centres can optimise their workforce management processes and enhance customer satisfaction, performance, and operational efficiency by utilising the right tools.