15.07.2026
Case Study from Dialog-Factory GmbH
Anyone who works in the contact center industry knows the drill: 20 different omnichannel projects running simultaneously, constantly fluctuating traffic…
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Staff planning software / program for call centers — automatic shift schedules
More About Call Center Staff Planning
Staffing planning done with the help of AI-supported shift scheduling can increase productivity at your contact center, reduce costs, and increase employee satisfaction.
The foundation of an AI-supported shift schedule is the software’s intelligent algorithm. It collects all relevant data, such as call volume, processing times, historical shift schedules, and vacation times. Individual employee preferences in terms of working hours and breaks as well as their qualifications are also considered. Based on collected data, the AI recognizes patterns and predicts future call volumes. Employee preferences are automatically taken into account, as are legal and company requirements and regulations.
At the touch of a button, you can create shift schedules that include employee preferences as best as possible while still meeting contact center requirements.
AI-powered shift scheduling allows you to more accurately schedule your personnel resources while ensuring more fairness and equal treatment. You automatically ensure the workload is fairly divided among your employees by evenly allocating working hours and minimizing potential overload and understaffing. At the same time, it can simulate and analyze various scheduling scenarios to identify the most ideal schedule—one that meets call center requirements while maximizing employee satisfaction.
The shift schedule can be continuously monitored and optimized based on actual call center performance data. This allows you to quickly identify and implement potential improvements.
AI-supported scheduling can quickly respond to unforeseen changes (e.g., unexpectedly high call volume or employee absences) and create alternative shift schedules. This ensures high-quality customer service at all times.
Staff Planning for Call Centers
Always the right number of qualified agents on the clock, even during peak hours and slow times.
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Fewer Wait Times, Better Service Quality
Ensure you always have enough qualified agents to effectively handle customer calls.
Reduce customer wait times and improve caller experience and satisfaction through high-quality customer service. Increase your entire team’s productivity with fair and efficient shift scheduling.
Increase Your Call Center Productivity
With plano, you can accurately forecast staff requirements and schedule your agents based on expected call volume, avoiding overstaffing or understaffing, and optimally using your personnel resources! This means customer service inquiries can be processed faster and more efficiently as there will always be a sufficient number of employees to handle demand.
React to Fluctuations in Real Time
With plano, you can distribute your call center shifts fairly and optimally. Your employees will be assigned to the right shifts based on their skills, experience, availabilities, and preferences, and can therefore offer consistently high-quality customer service.
You can react and adjust to unforeseen events or fluctuations in call volume in real time. Even if customer needs change, you remain flexible at all times, improve customer service, and avoid expensive idle time.
plano WFM for Call Center Staff Planning
With plano, you benefit from a powerful all-in-one WFM solution for contact centers.
- Precise analysis and determination of staff requirements
- Consideration of various working hour models
- Compliance with service-level agreements
- Fair and suitable shift scheduling
- Shift scheduling with preferences
- Integrated employee self-service for your staff
- Flexible handling of vacation and shift swaps
- Real-time monitoring of agents (real-time adherence)
- Automated skills management
- Allocation of individual user and access rights
- Integration of all important interfaces
- Consistent and transparent reporting
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Complex? Yes, please! Our flexible standard software can be customized down to the last detail and tailored to your specific requirements, regardless of employee numbers, industry, or complexity.
plano for Contact Centers:
How Can You Benefit?
Software from plano is particularly suited for the special requirements of contact centers and supports the entire process of personnel scheduling, shift design, and resource optimization.
Take advantage of the most important benefits:
Efficient use of resources
Based on factors such as historical data and trends, expected call volume and workload can be forecasted and employees scheduled accordingly. This helps avoid overstaffing and understaffing.
Improved customer service
You will always have enough qualified staff available to handle customer inquiries quickly and without long wait times.
Satisfied agents
Shifts and breaks are distributed fairly and take into account employee preferences—automatically and quickly.
Cost saving
Accurate staffing level forecasts help prevent overtime and understaffing. This allows you to better control and optimize personnel costs at your call center.
Skill-based scheduling
Assign your employees to suitable roles based on their skills sets. This ensures tricky inquiries are handled by suitable, competent agents and increases efficiency.
Less idle time
With accurate shift and break scheduling, idle time is minimized. Working times are used more effectively and your employees are more productive.
Better compliance with SLAs
Accurate scheduling helps your contact center better fulfill its service-level agreements (SLAs). For more customer satisfaction.
Flexibility With Fluctuations
Fluctuations in demand need to be addressed quickly. Allocate additional employees or reschedule them with ease. Everything is automated.
Our Solutions at a Glance
From time recording to shift scheduling: We have the right solution for your needs.
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