Call Center Software

By Sylvia Rosen

Call center leaders can use scheduling software for remote agents to maximize the efficiency of their call centers, increase employee satisfaction, and help employees better develop their skills and apply their strengths to the call center's operations daily.

This specialized software dramatically improves management and cuts down on the costs of administrating a sizable workforce in a central location through:

• Web connectivity

• Data tracking and reporting for forecasting and trending
• Real-time adherence for regulatory compliance
• Online or in-person training classes
• Full integration with your existing platforms

Scheduling versatility and real-time updates

The best scheduling software available allows for all sorts of dynamic changes. Agents can sign in remotely to select shifts, trade shifts, or volunteer for extra work hours. They can also input their choices for allotted vacation time or other time off.

It's important to ask vendors about how continually updated scheduling systems will offer more flexibility for workers. These systems also improve the overall attendance of work shifts and take much of the administrative burden off staff managers.

Work and call scheduling

In addition to helping out with payroll and arranging work schedules, many of the programs available for remote agents or distributed call center work environments also allow for the monitoring of work on a call-by-call basis. The tools available in high-quality call center management programs accommodate various kinds of call tracking, the evaluation of auto-dialing features, and other features that can help call center workers save time and target outbound calls more efficiently.

Skill set matching

Another benefit of scheduling software for remote agents is that call center operators can maintain data on the experience and skill set of each individual worker. This type of supervision is often critical for making sure that those who are scheduled for a certain shift or work volume have the right skills for that particular job. It is also important for ensuring that employers can best utilize their human capital accordingly.

Software as a service (SaaS) and data provision models

Those who are looking at call center software for remote agents should also ask vendors about cloud computing or SaaS models. These options can provide additional security while also effectively backing up data in a secure and remote location. These types of modern services also help businesses to minimize the risk of critical data being lost because of a disaster or emergency at a physical business location.

Technology that's suited to productivity

It's worth noting that those who operate successfully as a remote agent possess the following tools (whether they own the items themselves or have them provided):

• Fast Internet connection
• Access to your corporate network and a dedicated email
• Teleconferencing access, codes, and the permissions necessary to manage them
• Presentation tools
• Collaborative applications that work remotely, via the web, not just your intranet (cloud-based solutions are ideal in these situations)
• Mobile phone / smartphone

Estimated costs

The size of your workforce will determine how much you'll pay for scheduling software. In general, you can expect to shell out $34 to $49 per location, per month for basic services that include mobile apps, reporting, and even one-click scheduling on Facebook. Note: some plans within the first couple of levels may limit the number of users.

Deluxe plans start around $70 per site, per month and go as high as $150 and above. At this level, plan typically include advanced schedule filters, better reporting and analytics, and a higher number of users allowed, sometimes even unlimited in top-tier plans.

All the above features have led many businesses to consider the kinds of sophisticated software systems that will allow their workers to do more from anywhere.