Call Center Scheduling with Assembled

Forecasting, scheduling and realtime analytics all in one place.


Workforce management for data-driven support teams

Great workforce management software is powered by accurate, actionable forecasting. With Assembled, you have everything you need to inform future headcount and current staffing decisions.

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Build SLA-proof schedules in minutes

Assembled makes it easy to create optimal schedules based on forecasted requirements, time zones, and more. No matter if you have 10 or 1,000 agents, you’ll be able to seamlessly visualize and prioritize how and where your team spends their time.


Access team and scheduling insights at a glance

Workforce management starts and stops with your agents - how they’re performing, how they’re being allocated, and how they’re feeling. Assembled makes it easy to see everything from realtime metrics to historical trends, giving you maximum insight into agent performance, burnout risks, and scheduling efficacy.

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Integrations that seamlessly work where you work

Assembled brings it all together through integrations with key contact platforms (including Zendesk, UJET, and Kustomer) and key communication tools (Google Calendar and Slack) to bring everything together and give your team the schedule visbility they deserve.

Call Center Scheduling

There are countless businesses that rely on call centers to help them fill their service and support needs. Sometimes, these call centers are supposed to handle inbound calls from customers that might have questions or concerns. In other situations, the call center might be an outbound center that is designed to make sales calls. Regardless, it is important to think about call center scheduling.

Call center scheduling involves the practice of making sure that there are enough employees to work at a certain time or day. If there are not enough employees to work at a given time, then customers might become frustrated when it comes to their wait times. If there are too many people scheduled to work at a given time, then companies might end up paying agents for shifts that they didn’t need to work. In this manner, it is important to use modern call center scheduling practices.

This is why it is important to take a modern approach to the practice of call center scheduling. For example, there are many companies that use Excel spreadsheets to handle employee scheduling issues. Excel is great because companies can create a separate spreadsheet for every day of the week, provide catalogs that departments can use for their own individual needs, and even color-code the sheet for various purposes.

While Excel is one option when it comes to call center scheduling, there are also other solutions available. For example, some companies might want to use call center scheduling software to handle certain tasks and data that needs to remain secure and is mission-critical. There are a few points that companies should keep in mind when it comes to call center scheduling software.

Call Center Scheduling Software

One of the most important tools that companies have at their disposal is call center scheduling software. Call center scheduling software is used to help companies schedule employees in an efficient manner. The most important goal when it comes to scheduling employees to work in a call center is to match the supply of agents with the anticipated demand. Ideally, the wait times of customers will be kept to a minimum while companies end up only scheduling the agents they need. Of course, this involves predicting demand by using historical data.

There are two large issues that employee scheduling software can address. First, contact center scheduling software should be able to match the anticipated demand with an appropriate number of employee slots. That way, the company schedules the right number of people to work at a given time. Second, the scheduling call center staffing software program should make it easy for managers and employees to schedule themselves to work.

The goal of call center scheduling software is to automate and manage this process as much as possible. In the past, managers might have to sit down and schedule employees themselves. This requires a tremendous amount of work, soaking up company resources that might be better spent elsewhere. Now, call center scheduling software can make it easier for managers to oversee this process as employees handle this on their own.

Call Center Optimization

When it comes to improving call center scheduling, there are a few tips to follow. One of the most important call center scheduling best practices is to analyze the metrics of the call center. In order for call center optimization to take place, managers and supervisors need to know which analytics and KPIs (key performance indicators) matter the most to them. For example, the average wait time per customer is an important metric. Another key metric is the average time it takes to resolve a customer issue. Finally, the number of calls that are resolved on the first attempt when compared to the number of calls that have to be escalated is also important.

In this manner, call center policies should be designed to target these KPIs. When looking at a call center scheduler job description, businesses should be looking for someone who understands the importance of these metrics and can tailor his or her response to meet these requirements. In order to have a call center run as efficiently as possible, it is important to evaluate the skills of each agent and schedule top agents to work during periods of peak call volumes. In this manner, call center scheduling will match the demands of the incoming calls. 

Call Center Workforce Management Software

One of the most important aspects of call center workforce management today involves call center workforce management software. This software program can provide call centers with a suite of tools that will help them optimize the flow of their call centers.

In order to use call center workforce management software in the best way possible, it is important to tailor the needs of the call center to the features of the tools. For example, a call center might want to use call center workforce management software to cross-train agents. This involves taking agents and training them to handle multiple types of customer issues. If there is a scheduling issue, the call center has more flexibility in where and how it can staff agents.

Another key part of call center workforce management software involves call center forecasting software. When call centers use forecasting software, they are taking historical data, plugging it into a software program, and making sure they have the right number of agents during a given period of time. This can help companies plan for increased demand by hiring more agents and scheduling more representatives. Then, when demand falls, they don’t need to schedule unneeded agents, saving money, or utilizing those resources elsewhere.

Free Call Center Scheduling Tools

When it comes to call center scheduling software options, there are multiple choices from which to choose. Obviously, businesses want to keep their overhead costs as low as possible. As a result, they might start off by looking for a free call center scheduling software. Of course, the biggest benefit of free online call center scheduling software is that it doesn’t cost anything; however, this might not be the best option for the call center that needs a more robust solution.

While free call center scheduling tools are nice, such as using a free call center scheduling template, it is always better for companies to go with a solution that has been tailored to meet their needs and can handle change. Some of the features that might come with more advanced call center scheduling software include push notifications, adding or removing slots from the template, the ability for two employees to swap shifts, the ability for multiple people to use the software program at the same time, and the ability to customize the templates to meet the needs of certain departments. In this manner, using a free call center scheduling software might be a good way to test if the paid version is worth it. In the end, in order for companies to get the most out of their call center scheduling software, they should feel comfortable paying for it.

Shift Schedule Template

One of the most important tools that all call centers should be using is called a call center staffing model template. A call center staffing model template in Excel can be used to plot out the open number of shifts at various periods of time. For example, if a company divides its shifts into eight-hour shifts, then there should be open slots every eight hours. Then, companies can use this template to make sure it has enough people scheduled to work at a given period of time.

Those who want to get extremely detailed can even use a call center break schedule template. All employees need to be given breaks from time to time to make sure they are focused when they are sitting at their desk. Of course, not everyone can take a break at the same time. This is another area where a call center break schedule template can be helpful. This template can be used to make sure the right number of people go on break at every interval. This can help call centers make sure their schedules meet their needs.

Staffing Calculator

Another important tool that companies need to use today is called a staffing calculator. This often comes with a roster software program. Both of these tools are often built into broader call center scheduling solutions.

One of the most important applications of call center scheduling solutions is the ability to forecast how many agents a company is going to need at a certain period of time. The goal of companies is to make sure they have the right number of people to work at a certain period of time. Having too many agents results in unnecessary overhead costs while having too few means that customers are waiting for too long and will become dissatisfied.

In this manner, all companies need to use call center scheduling solutions to figure out how many people they are going to need to work at a given period of time. This is where the staffing calculator tool is helpful. Businesses can use a staffing calculator to figure out exactly how many people they might need to work a given shift. Then, businesses can use roster software to ensure they have the right agents to work in the correct positions.

These are just a few of the most important call center scheduling solutions that companies can use to optimize their call centers. Call centers play a vital role in multiple industries. Businesses should make sure they take advantage of advanced tools and programs to place their agents and managers in the right position to be successful.

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Jackie Chung
Senior Workforce Analyst, Casper
Scalability is a huge factor when it comes to our partnership with Assembled. We're able to automate efficiently, make more informed decisions, and take additional inputs into account when optimizing customer experience.
Laura Levy
Customer Experience Program Manager,
Assembled really stood out. Beyond just working, it felt like it was one of the only workforce management tool that was built for today.

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