How Shifton Can Boost Call Centre Performance

Call centre managers need to keep an eye on the workflow and manage the execution of the plan by the operators each day. One of their most critical duties is to create and uphold the call centre schedules. Since clients can be situated all over the globe, there should always be operators in the call centre who work according to the clients' local time. Call centre managers ought to consider the work schedules and the number of operators on each shift when drafting their monthly schedules. Otherwise, errors with working hours, shifts, and allocation of employees are bound to occur.

How Shifton Enhances Call Centre Performance

1. Shifton Supports All Schedule Types

• Operators can work in two shifts, 8 hours a day, with a set lunch break four hours into the shift.
• This schedule format also presumes 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 working day.
• Operators can work in 4/8 hour shifts, choosing the start of their workday and taking breaks during shifts.

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

2. Shifton Helps Maintain the Working Schedule

A call centre schedule must be organised in such a way that breaks, lunches, meetings, and other events do not disrupt the workflow. After the initial setup, Shifton will automatically generate your schedules so that operator breaks do not clash. While some operators take a break, others continue to work. Thus, using the Shifton app helps eliminate downtime and keep the schedule intact.

3. Shifton Allows Instant Schedule Updates

If call centre employees do not feel at least a little freedom, they may become disinterested in work over time. With Shifton, managers can organise shifts so that operators work fewer days a week but with full hours. Additionally, if needed (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 Assesses Call Centre Performance

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

5. Shifton Supports Integration with Other Programmes

No matter what software you use for employee management, accounting, and work tracking, Shifton makes life easier. The Shifton app offers integration abilities with many popular programmes to enhance workflows, exchange data, and provide API access for various integrations. Since Shifton connects 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.