When it comes to the call center, there is no shortage of buzzwords to learn. We've gathered the top call center scheduling and call center staffing terms and definitions to get you up to speed.
Table of Contents
Call center scheduling and call center staffing: Top 10
Workforce optimization (WFO)
3. Erlang B
4. Erlang C
5. Automatic call distributor
7. Auxiliary time
8. 24-7 call center
9. Call volume
10. Call center night shift
optimization (WFO) technology brings together and reports on many different functions
within the enterprise - from the call center to the back office. A WFO suite typically includes
tools for workforce management, quality monitoring, liability recording, coaching and eLearning,
performance management, surveying and speech analytics. WFM tools
make scheduling of agents and agent monitoring more efficient.
- Read an article about growth in the call center WFO market.
is a measure of how much time is lost in the call center to things like vacation, breaks, lunch,
holidays, sick time and training. Often defined as a percentage, it is calculated by first defining
what will be included and then defining how much time is needed for these things.
- Find out about industry standards for call center staff shrinkage.
is a modeling formula used in call center scheduling. It can estimate the number of employees
needed in any given call center and the number of trunks needed to handle calls during a one-hour
period. The formula can be used to calculate either busy hour traffic (BHT), blocking or lines if
you know or predict the other two.
- Learn more about using Erlang B for call center staffing.
is a modeling formula used in call center scheduling to calculate delays or predict wait times for
callers. The formula is based on three factors: the number of call center agents providing service,
the number of callers waiting and the average amount of time it takes to serve each caller.
- Read about the Erlang programming language.
An automatic call
distributor (ACD) is a telephone facility that manages incoming calls based on the number
called and a database of handling instructions. ACDs are often used to validate callers, forward
calls, make outgoing calls, gather user statistics and provide other services.
- Find out if ACDs are useful for remote agents.
A trunk, or line, is designed to handle many signals simultaneously and connect major switching centers in a communications system. The data transmitted can be voice, data, computer programs, images, video or control signals.
time refers to the time a call center agent is unavailable but not working on any
contact-related task. Auxiliary time can be tracked with codes that indicate how the agent's time
was spent. Call center agents may abuse this time if they do not have a target in this area, and
some companies have policies in place requiring agents to log out only once per day, at the end of
their shift, so unavailable time can be tracked.
- Get best practices for managing remote call center agents.
call center is always running, and scheduling can be very complex. Many 24-7 call centers
use remote agents, contract help and shift roation to cover the additional hours. WFM applications
can be helpful when it comes to shift creation for a 24-hour call center operation.
- Learn how to motivate call center agents without burning them out.
volume refers to the amount of calls that come into a call center. Call volumes fluctuate
throughout the day and many factors can impact volumes. Predicting call volume is an important part
of call center scheduling.
- Get expert advice on measuring call volume for every customer service rep.
center night shift can be very difficult for call center agents. Many agents have found
that the best way to deal with the night shift is to get into a routine by establishing set working
hours, sleeping hours and "everything else" hours. It often takes a number of weeks to adjust to
the new schedule, but most call center agents say the night shift works for them as long as they
stick to their routine. In addition, many night shift agents request extra work to fill the
off-peak hours when things are very quiet.
- Get tips for filling off-peak time in the call center.
Visit the call center manager topic section.
This was first published in February 2008