Call Center Scheduling Template for Microsoft Excel

This powerful mix between a software program and an Excel spreadsheet allows you to assign agent shifts (shift lengths, breaks, lunches, vacation time, team meetings, etc) to maximize call center coverage.

• Our schedule simulator lets you know when you need additional coverage, even before you generate schedules.
• Custom shifts, you define the length and number of breaks, and let the software maximize coverage, strategically assigning break/lunch times to maximize coverage.
• Each agent can have either a set start time each day, or you can assign a “start window” where the system will assign the start time for the day based on scheduling needs.
• See predicted Service Levels and ASA based on current staffing levels.
• Huge amount of customization and familiar feel due to Excel’s open source
• Easy reporting of assigned shifts by emailing shift details to agents with a click of the button or print out for team leads and agent use.
• Generate schedules against required agents.
• Determine intraday adjustments based on how volumes are coming in.
• Determine Fixed schedules or variable start times.
• Compare actual staffing needs to forecasted.
• Integrated Dashboard shows staffing charts and forecasted volumes vs actuals.
• Determine length of time between breaks.
• Can schedule queues of up to 150 agents (500 agent version available as well).

Save money and still hit your Service Levels by maximizing agent coverage, knowing how much PTO you can grant (preapproved or even same day), and what times of day you can pull agents off the phones for Team Meetings and Trainings.  Be efficient and take more calls with less agents.

Can be used for either call, email, or chat volumes.

Please note, this piece of software is based in Microsoft Excel.  You need to own Excel (sold separately) to use this file, and Outlook if you wish to automatically e-mail out shift details to agents instead of printing out a copy.

This product comes with an hour and a half long video detailing scheduling, intraday management, and how to use this product.

Upon completing item checkout, item can be downloaded immediately and/or via a link sent to your email address (up to 3 downloads according to licensing.

In this article, we’ve gathered all the best work scheduling templates to provide you with the most comprehensive listing, so you can meet your employee scheduling and time management needs. Included on this page, you’ll find a downloadable employee schedule template, weekly work schedule template, work rotation schedule template, and more in Excel and Word formats. We’ve also provided work schedule templates in Smartsheet, a real-time work execution platform that makes planning and tracking your schedules easier and more collaborative than Excel.