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.

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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.

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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.

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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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AI-supported

We make your life easier: You provide the company requirements, our AI-supported software does the rest.

Limitless

We are and will remain at your side, even after implementation.

Tailor-made

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:

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Our Success in Numbers

What Our Customers Say

1,000,000 users in 33 countries — How we successfully implement workforce management for our customers

  • Reinhard Rehm-Rink, nutzt Plano für DRK-Kreisverband Kassel-Wolfhagen e.V.

    “With plano WFM, our employees can now plan their schedules flexibly and according to their own personal circumstances. It’s great!”

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    “The entire plano package is consistent and I highly recommend it. The service, customer focus, and product are fantastic!”

  • Referenzbild mit Frau welcher für den Ensatz der plano Dienstplanung bei AVE steht

    “Before the plano modules were implemented, staffing was planned in one day for one day, but now, scheduling is done for the entire week in just one day.”

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