6 Best Call Center Scheduling Software Solutions for 2023

What is call center staffing software?

Call center scheduling software is a tool designed to assist call center managers in efficiently creating and managing agent schedules. It automates the process of assigning shifts and ensuring appropriate staffing levels to meet customer demand. The software considers various factors such as call volume patterns, agent availability, skill sets, and service level goals to create optimized schedules.

How does a call center staffing software work?

Knowing how to create a call center schedule and knowing how a call center software works, are closely aligned, and equally important to be familiar with.

Although each software system will operate somewhat differently, there are steps that most won’t skip. So, after you’ve downloaded your chosen call center staffing software, you’ll first enter a series of limits such as overtime laws and other requirements such as absence rules (PTO, vacation days, sick leave, etc.) for your new scheduler system to stand by.

Once your new scheduling software has gathered this baseline, you can then choose from a ready-made schedule template or make a new one (eventually you should be allowed to automatically copy that onto the following weeks), to input your employees and shift fragments according to your liking. Employees will be notified of arrangements. If you would like to open a shift without assigning a specific staff member, you will also have the option to let employees claim open slots as they see fit on their own.

If someone is in need of a last minute change, you will have a visual of which other employees are readily available based on their personal schedule, and who needs more shifts or who is close to going overtime.

As weeks go by, you can copy and paste past scheduling that were a a success, and feel at ease knowing you’ll be alerted when anything goes off course.

Why should I use call center staffing software?

One of the biggest challenges call centers face with scheduling, is ensuring enough employees have been scheduled for shifts. All too often, unprepared scheduling results in too many employees scheduled during down hours and then too few scheduled during high call volumes.

Going down this route will have you bleed cash and ultimately fail to cater to your customers.

You need a call center scheduling app that issues detailed real-time reports to create optimal and efficient schedules week after week.

Benefits also include:

  • Task-based scheduling
  • Trained top agents, qualified for the job.
  • Open visibility of employee availability
  • Equally rotated shifts
  • Flexible scheduling, that responds quickly.
  • Employee performance management

The best wfm software for call centers provides you with the necessary tool sets to communicate effectively with employees, train them, and ensures a schedule that suits everyone’s needs- everything workforce management demands.

How much does call center staffing software cost?

Call center workforce management software is often priced at a per-employee price. This hefty ask is usually what deters business owners like you who are looking for an affordable fix.

As your company grows or hopes to in the future, you should look for a call center staffing software that offers a bundle that is based at a fixed rate. Connecteam comes in first for providing a software service that not only provides a quality all-in-one solution people usually pay per feature for, but also for providing a truly scalable solution in its pricing. With a fixed cost of $29 per month for the first 30 users, Connecteam is a platform that you can be sure to utilize forever without damaging your wallet.

The Bottom Line On Call Center Scheduling Software

Out of the seven call center scheduling apps we have listed above, the right fit for your company and your employees can be found. With one of these software solutions, you can create a fair and balanced schedule that works for everyone, provides appropriate workforce management, and ensures the best contact center customer experience.

On top of it all, with an accurate work schedule, your employees will be a lot happier and their increased productivity will lead to much happier clients. All in all, it’s a win-win!