Step #5 Schedule agents 35
Figure 3-5 Staggering breaks to optimize call handling
Forecasting non-ACD work
Not all of the non-ACD work must be performed immediately. For example, call-backs to clients, emails, and
discussions with staff and supervisors can sometimes wait until less busy periods. Forecast and schedule
non-ACD work for slow times to ensure sufficient agents are available during peak periods. Set availability
priorities and regularly communicate them to agents.
Scheduling part-time agents and agents on call
When practical, scheduling part-time agents and agents on call can be an effective strategy for topping up
your pool of available agents. Scheduling agents on call is particularly useful for days of the week and
seasons when absenteeism is noticeably higher.
Routing calls to optimize coverage
To optimize service, you can use the following routing strategies that involve resources outside of the target
agent group.
Overflowing calls to less busy agent groups
You can overflow calls from busy agent groups to less busy agent groups during peak periods. You can route
calls to agents who primarily perform non-ACD work but act as reinforcements during busy periods, and to
supervisors.
Employing call-back messaging
You can program the ACD to forward calls to voice mail so callers can leave messages instead of waiting for
live agents. Call-back messaging helps to balance agent workloads between peak call periods and slow
periods.
Contracting calls to customer care bureaus
Contracting calls is a growing industry. During peak periods, you can route simple, routine calls externally to
customer care bureaus. Service bureaus collaborate with contact centers to set up scheduling and monitoring
practices, and train agents to handle calls that vary in complexity.