Planning the deployment of personnel in call centres is a challenging task due to unpredictable contact volumes, fluctuating staff availability, and ad hoc changes. The quantity of employees required to handle incoming contacts varies throughout the day and is influenced by external factors, making it difficult to predict staffing needs effectively.
Shortages negatively impact customer satisfaction levels and service quality due to longer waiting times for customers. Creating an ideal shift plan requires balancing contact volume and available staff members while considering costs.
ISGUS offers flexible shift swap options for employees to exchange shifts proactively based on their preferences or circumstances before involving HR managers directly if necessary. ZEUS® Staff Scheduling software provides multiple pre-designed shift patterns tailored precisely for businesses like yours in your own words.