Do your agents ever turn up to work late, on the wrong day or for the wrong shift?
Do they complain that it’s difficult to remember what shift they are supposed to be working or that changes have been made to their shift since they printed off a copy of their schedule?
How can you get around this problem?
Although we found that 76% of Australian Contact centres had implemented a workforce management solution only 54% of these had purchased the add-on tool to allow their agents to view their schedules online and even less of these had given their staff access to view their schedules from home.
This is a hot topic when I am interviewing agents on areas for improvement as many of them would like to have the ability to view their schedules, swap shifts and apply for leave from home. Although the functionality to enable staff to do this is available, many IT departments have not yet allowed this type of access to frontline staff which I think is a shame.
Hopefully the availability of new applications such as Nobile ShiftTrack Mobile which recently won Product of the Year 2011 by Communication Solutions Magazine will help to drive more companies towards giving staff access to their schedules from home.
The Nobile ShiftTrack Mobile, is a staff self service module, allowing staff to access key information including shift and meeting times via their smartphone. In addition, ShiftTrack Mobile allows staff to request shift swaps and leave applications.
By using a mobile phone application, staff and managers never have to worry about ...what is my shift next Friday? Am I working next Saturday? Is leave available on that day? Having this information instantly available means less time backwards and forwards between staff and management on administrative tasks and more time for work activities thus helping the centre to run more efficiently.