The Top 5 Call Centre Scheduling Software and Tools in 2023

Call centre scheduling software is a type of software that helps businesses manage their incoming and outgoing calls. It can be used to track caller data, schedule appointments, and route calls to the appropriate agent. 

It can help businesses improve their customer service levels and increase efficiency. 

There are many different call centre scheduling software products on the market, and choosing the right one can be a challenge. To help you make the best decision for your business, we have compiled a list of the top 5 call centre scheduling software and tools for 2023.

  1. Celayix
  2. Five9
  3. TalkDesk
  4. RingCentral Contact Centre
  5. CloudTalk

Each of these products has its own unique features and benefits, so be sure to read through the descriptions carefully to find the one that best meets your needs. We hope this list will help you make the best decision for your business in 2023!

What Is a Call Centre Scheduling Software?

A call centre scheduling software is a tool that helps organisations plan and schedule call centre operations. It allows managers to allocate the right resources at the right time, whilst also taking into account factors such as staff availability, skills, and workload.

The aim of call centre scheduling software is to help organisations improve efficiency and productivity, whilst also providing a better customer experience. 

In today’s competitive market, it is essential for businesses to have call centre scheduling software in place in order to keep up with the competition.

What Can You Do With Call Centre Scheduling Software?

Call centre scheduling software can help you do a lot more than schedule your team’s time. It can also help with things like managing customer data, tracking performance metrics, and providing reporting tools.

Tracks Customer Data

When it comes to customer data, call centre scheduling software can help you keep track of who your customers are, what they need, and when they need it. 

This information is important for two reasons: first because it helps you make sure that your team is providing the best possible service to your customers; and second, because it helps you identify potential areas of improvement.

Tracks KPI

In terms of performance metrics, call centre scheduling software can help you track a variety of different indicators, such as average handle time, abandoned calls, and first call resolution. This information is important because it helps you understand how well your team is performing and where there might be room for improvement.

It Serves as a Good Reporting Tool

Finally, call centre scheduling software can also provide you with a variety of reporting tools. These tools can help you track things like customer satisfaction levels, average call times, and other important metrics. This information is important because it helps you identify areas where your team might need to make changes in order to improve its performance.

The following are some of the features that call centre scheduling software can offer:

Shift patterns: The software can be used to create shift patterns that meet the needs of the organisation. Shift patterns can be created for different types of employees, such as customer service agents, sales staff, and technical support staff.

Employee availability: The software can be used to track employee availability and allocate shifts to employees based on their availability.

Employee performance: The software can be used to monitor employee performance and to identify areas where employees need improvement.

Overtime management: The software can be used to reduce the need for overtime by scheduling staff more effectively.

Customer service: The software can be used to improve customer service levels by ensuring that calls are answered promptly and that customer queries are dealt with efficiently.

Call centre scheduling software can offer many benefits to organisations. By using the software, organisations can improve the efficiency of their call centres, reduce costs, and improve customer service levels.

The Top 5 Call Centre Scheduling Software

1. Celayix

Source: Celayix

Celayix is a call centre scheduling software that helps businesses manage their employee schedules. With Celayix, businesses can automate their scheduling process, making it quick and easy for both managers and employees.

 It helps you cut your scheduling time and effort by up to 95%. You can also generate new schedules in minutes, based on employee availability, skill, and performance. 

Additionally, Celayix’s sick call and no-show features help businesses recover absenteeism costs. And finally, the software’s last-minute schedule change feature allows businesses to easily find qualified replacements with just a few clicks.

Price: You need to request for the pricing information by filling out a form. It has a 14-day free trial.

Notable Features

  • Employee Scheduling 
  • AI and Machine Learning
  • Scheduling Rules Engine
  • Shift Templates
  • Bulk Update and Assign
  • Labor Forecasting
  • Time & Attendance
  • Broadcast Notifications
  • Visual Management Console
  • Workforce Management
  • Forecasting & Budgeting
  • Integrations

Summary

Celayix is a call centre scheduling software that makes it quick and easy to schedule employees. Whether you have a small business or a large workforce, Celayix has a solution to fit your needs. 

You can automate employee scheduling and use Voice, Web, and Mobile Xpress to allow employees to easily check and record their hours from any phone, via the internet, or through the app.

Celayix also helps manage sick calls, no-shows, and last-minute schedule changes. With a simple click, Celayix can find available and qualified replacements for shift changes so you don’t have to stress about last-minute changes. This can help recover up to $2,600 per employee per year in absenteeism costs.

Overall, Celayix is an extensive and user-friendly call centre scheduling software that can save you time and money. With its many features and benefits, Celayix is a great choice for businesses of all sizes.

Watch Out For: It has no free version, you can only use the 14-day trial.

2. Five9

Source: Five9

Five9 is a leading provider of cloud contact centre software. It offers a best-in-class AI that automates interactions and assists live agents, reducing service costs while delivering a more conversational service experience. 

Five9 has a strong international presence, with customers worldwide and support for more than five billion call minutes annually. Its AI technology streamlines critical business operations, making it an essential tool for any organisation looking to improve its customer service offering.

The Five9 software is available in three different bundles- Core, Premium, and Optimum. The Core bundle includes all the essential tools your teams need to operate an inbound, outbound, or blended global contact center. 

The Premium bundle includes all the capabilities of the Core bundle plus omnichannel support and essential quality management. Finally, the Optimum bundle includes all the capabilities of the Premium bundle plus full WFO capabilities to manage and motivate onsite or remote teams.

Price: 

  • The Core bundle cost $149 per month
  • The Premium bundle cost $169 per month
  • The Optimum bundle cost $199 per month 

Notable Features

  • Preview Dialing
  • Progressive Dialing
  • Predictive Dialer
  • Callback Scheduling
  • Call Recording
  • Session Routing
  • Session Queuing
  • Concurrent Calling
  • IVR
  • Inbound Screen Pop
  • Session Summary Notes
  • Administrator Access
  • Reporting & Dashboards
  • Session Recording

Summary

Five9 is a leading provider of cloud contact centre software, helping organisations deliver superior customer experiences. The company’s solutions are used by over 2,000 customers. 

Five9 offers a complete suite of features for contact centres of all sizes, including reporting and dashboard, progressive dialing, predictive dialer, session routing, concurrent calling, etc.

The company also offers a number of features specifically designed to improve the customer experience, such as self-service IVR, callback management, and omnichannel routing. In addition, Five9 provides a number of integration options to ensure that its solutions work seamlessly with other business applications.

Five9 is constantly innovating to stay ahead of the competition, and its solutions are used by some of the most demanding contact centres in the world. The company has been recognised as a leader in the contact centre industry by a number of leading analysts.

Watch Out For: It has no free version.

3. TalkDesk

Source: TalkDesk

TalkDesk is a cloud-based call center scheduling software that helps businesses to manage their customer interactions and boost productivity. 

Some of the key features of TalkDesk include automatic call distribution, call recording, caller ID management, and real-time reporting. It also offers a wide range of integrations with other business tools, making it a highly versatile solution for businesses of all sizes. 

Price: $75 – $125

Notable Features

  • Preview Dialing
  • Progressive Dialing
  • Predicitive Dialer
  • Omnichannel
  • Whisper Coaching
  • Callback Scheduling
  • Call Recording
  • Database Management
  • Data Workflows
  • Issue Management
  • Integrations

Summary

TalkDesk is a leading provider of cloud-based call centre solutions. Its flagship product, TalkDesk CX Cloud, offers a unified platform for an integrated and seamless customer experience journey. TalkDesk Industry Experience Clouds are purpose-built to meet the needs of vertical sectors and improve CX. 

The company also offers the TalkDesk Phone, a business phone system natively built on the leading cloud contact centre platform. This reduces costs and provides a better way for hybrid workforces to deliver great customer experiences. 

TalkDesk is committed to ensuring that businesses around the world can deliver better customer experiences across any industry and through any channel. Its speed of innovation, deep vertical expertise, and global footprint are evidence of this commitment. Over 1,800 companies partner with TalkDesk to deliver a better way to great customer experience.

Watch Out For: It has no free version.

4. RingCentral Contact Center

Source: RingCentral

RingCentral is a comprehensive, omnichannel solution that helps businesses provide excellent customer service. It offers a variety of features to help you optimize your call center operations, including intelligent IVR, self-service options, smart routing, and more. 

Additionally, RingCentral Contact Center integrates seamlessly with Salesforce and other popular CRM platforms. This makes it an ideal solution for businesses of all sizes. In addition, RingCentral offers industry-leading tools to help you survey customers and improve call center efficiencies.

In order to maintain agent engagement and help customers, RingCentral offers AI-driven guidance tools. You can reduce churn through streamlining forecasting and scheduling, monitoring quality and performance, and rewarding agents. 

With sophisticated omnichannel, find the source of consumer problems and make significant improvements.

Price: Available on request

Notable Features

  • Calling and Mobility
  • Call delegation
  • Call screening
  • Call Flip
  • Call forwarding
  • Call monitoring
  • Multi-site management
  • Secure VoIP service
  • Analytics

Summary

If you’re looking for a comprehensive and all-in-one solution for your call center, then RingCentral is definitely worth considering. It’s a cloud-based system that offers a wide range of features, including automatic call distribution, interactive voice response, call recording, and many others.

What’s more, RingCentral integrates with a wide variety of CRM systems and other business applications, which makes it even more versatile. The pricing is also very reasonable, starting at just $20 per month per user.

Overall, RingCentral is a great option for businesses that need a robust call center solution that can be easily customized and integrated with other business systems.

Watch Out For: It has no free version.

5. CloudTalk

Source: CloudTalk

As businesses strive to improve customer experiences and team performance, many are turning to cloud-based phone software like CloudTalk. CloudTalk provides more than 50 advanced calling features, making it a user-friendly option for sales and support teams. 

Thanks to its seamless integration with popular tools like CRMs, help desks, and eCommerce platforms, CloudTalk helps companies deliver first-class customer experiences. This, in turn, leads to increased profits. 

CloudTalk is already being used by over 1,000 happy customers from companies such as DHL, Electronic Star, and Kärcher. If you’re looking for call centre scheduling software that will help take your business to the next level, CloudTalk is a great option to consider.

CloudTalk offers three different plans: Starter, Essential, and Expert. The Starter plan includes unlimited inbound and intracompany calls, click-to-call features, automated call distribution, a mobile app, and unlimited call queuing. International numbers are also available for an additional fee.

The essential plan includes all of the features of the Starter plan, plus advanced analytics with unlimited history, a real-time client dashboard, integrations to other systems, and an open API. Skill-based routing and smart queueing are also included.

The expert plan includes all of the features of the Essential plan, plus a salesforce integration, power dialer, predictive dialer, call monitoring (call barging, call whispering), wallboards, speech-to-text capabilities, single sign-on (SSO), and SQL exporter. Unlimited concurrent calls are also included.

Price: The Starter plan is $25 per user/month, billed annually. 

The Essential plan is $30 per user/month, billed annually. 

The Expert plan is $50 per user/month, billed annually. 

For custom pricing, please contact CloudTalk for a tailor-made offer.

Notable Features

  • Call Queuing
  • Call Recording
  • Voicemail
  • Number Porting
  • Call Masking
  • Automated Call Distribution
  • Interactive Voice Response
  • Skill Based Routing
  • Caller Based Routing
  • Call Monitoring
  • Call Statistic

Summary

CloudTalk is one of the top call centre scheduling software and tools available in 2023. It is a cloud-based solution that helps businesses manage their customer interactions effectively. 

CloudTalk features include automatic call distribution, call recording, campaign management, contact centre management, CRM integration, and more. With CloudTalk, businesses can streamline their customer support operations and improve their customer service levels.

One of the key benefits of using CloudTalk is that it offers a scalable and pay-as-you-go pricing model. This makes it an affordable solution for businesses of all sizes. Additionally, CloudTalk offers a free trial period, so businesses can try out the software before committing to it.

Overall, CloudTalk is an excellent choice for businesses looking for a top-notch call centre scheduling software and tool. It offers a wide range of features, is scalable and affordable, and comes with a free trial period.

Watch Out For: It has no free version.

Factors to Consider When Buying Call Centre Scheduling Software

The goal of call centre scheduling software is to create a schedule that maximizes productivity and efficiency, while also providing good customer service. To do this, the software takes into account a variety of factors, such as employee availability, skills, workload, and customer demand.

Employee Availability

Employee availability is perhaps the most important factor in creating an efficient schedule. The software must take into account when each employee is available to work and match them with the times when they are needed most.

If an employee is not available during the times when they are needed most, it can lead to inefficiencies and sub-optimal customer service.

Skills

Skills are also important to consider when creating a schedule. The software must take into account the skills of each employee, and match them with the tasks that need to be completed.  If a customer needs help with a technical issue, the software should match them with an employee who has the skills to solve their problem.

Workload

Workload is another important factor to consider when scheduling a call centre. The software must take into account the amount of work that each employee can handle, and make sure that they are not overloaded. 

The scheduler needs to be cautious of giving an employee who is already working on a soon-due project a high volume of calls.

Customer Demand

Finally, the software must also take into account customer demand. This refers to the times when the call centre is most likely to receive calls from customers. The scheduler will need to ensure that there are enough employees available to handle the high volume of evening calls received by the call centre.

Considerations such as these are important to take into account when creating a schedule for a call centre. A call centre scheduling software can help managers to create an efficient schedule that maximises productivity and provides good customer service.

Why Use Call Centre Scheduling Software?

There are many reasons why you might want to use call centre scheduling software. Perhaps you need to schedule calls for a large team of customer service representatives. 

Or maybe you need to ensure that calls are evenly distributed among your team members. Either way, call centre scheduling software can help you stay organized and efficient. Some of the benefits of using call centre scheduling software include:

Increased Productivity 

When you have a lot of calls to schedule, it can be tough to keep track of everything. Call centre scheduling software can help you stay organized and ensure that all of your calls are scheduled in a timely manner. This can lead to increased productivity for your team.

Improved Customer Service 

Customers appreciate prompt, professional customer service. By using call centre scheduling software, you can help ensure that calls are answered in a timely manner and that customers always speak to a representative who is prepared to help them. This can lead to improved customer satisfaction rates.

Reduced Costs 

Call centre scheduling software can help you reduce the costs associated with scheduling calls. For example, if you use a cloud-based solution, you can eliminate the need for expensive on-premise hardware and software. Additionally, by automating some of the scheduling processes, you can reduce the amount of time your team spends on scheduling calls.

If you’re looking for a way to improve the efficiency of your call centre, consider using call centre scheduling software. This type of software can offer a number of benefits, including increased productivity, improved customer service, and reduced costs.

Conclusion

A call centre scheduling software can be a great asset to any business. It can help you manage your time more efficiently, schedule appointments, and meet deadlines more effectively. It can also help you keep track of your customer’s preferences and patterns. 

Celayix is our top pick for call centre scheduling software. It offers a variety of features that are designed to make scheduling calls easier and more efficient.

When choosing a call centre scheduling software, consider the features that are most important to you and your business. Consider both the cost of the software as well as the question of whether or not it is compatible with the system you already have.

Total
0
Shares
Leave a Reply
Previous Post

5 Best Virtual Machine Software in 2023

Next Post

Top 7 Events Scheduling Software and Tools in 2023

Related Posts