Running a successful call center requires getting the right number of customer support professionals and agents in place at precisely the right times. Staffing too many help desk agents needlessly drives up costs and staffing too few agents at peak times causes your service level to suffer.

Most help desk centers have a variety of staff positions with various skills to schedule and shifts to cover. Businesses that have peak hours and high seasons allocate employees proportionally by the hour of the day and/or rotate employees to ensure an even spread of shifts for each employee. Union and FLSA rules may place restrictions on work hours, overtime compensation, and the types of work schedules that can be implemented.

Using spreadsheets, documents, online calendars, or paper to schedule help desk agents and customer support professionals may be familiar. Perhaps it’s the way your organization has always done shift scheduling. While these methods may be sliding by, they lack the capabilities and features needed to increase efficiency, reduce labor costs, and promote employee work-life balance.

Snap Schedule employee scheduling software helps you precisely staff virtual, global, and in-house help desk centers with agents when they are needed while complying with constraints on their availability, work hour limits, and labor costs. It is packed with powerful shift scheduling features to give you instant access to key decision-making criteria, including staffing requirements, regular, overtime and on-call hours, labor costs, employee skills and certifications, employee availability and preferences, and much more.

The complete help desk staff scheduling solution