There’s no getting around the fact that no-one ever dreams of working in a call centre. For the majority, working in a call centre is a way of earning money that fits around their lifestyle, or tides them over until a more exciting opportunity comes along. Consequently, the call centre sector has a high staff turnover, and absenteeism is common, which is a huge problem for call centre managers.

When it comes to absences - whether they’re booked in advance or unplanned Nextra’s absence management module will help you manage your support teams. Firstly, it will take time off requests into account when creating the rotas, preventing mistakes and accidental no shows.

Secondly, the reporting data will help you identify any patterns of absenteeism, calculating the Bradford Factor, so you will become aware of issues long before they have the opportunity to become problems. This strengthens performance management and ensures a consistent level of service for customers.

Our geolocation module has a number of advantages, reducing the risk of errors and time theft. Firstly, after geofencing your location/s, agents will be automatically clocked in and out via an app on their mobile devices as soon as they enter or leave the premises, meaning timesheets are always accurate - and as the data will be shared with Payroll, salaries will always be accurate too.

By automating the clocking-in and clocking-out system, you’re also making it impossible for staff to cheat the system by clocking each other in and out, greatly reducing the potential for fraud. It also means those staff who take longer breaks, or habitually arrive late and/or leave early will not be able to falsify their work records.

Through the employee self-service feature, you can empower agents to manage their time better and book leave through their phone. It is a quick and easy way for them to record their availability at any time that suits them, and it will give them a clear view of their schedules so there is no ambiguity about when they are expected to be at work. This leads to better employee experiences which, in turn, improves motivation and agent productivity.

The app will enable them to view and change their personal data, make holiday requests, check their payslips, and communicate with management. It means your managers can send messages to targeted teams or individuals - especially important if they’re looking for agents at short notice to cover for unplanned absences.

Nextra’s smart scheduling software makes drawing up even the most complex rotas across multiple call centres quick and easy. It will take absences and the right skills into account, producing accurate schedules in a fraction of the time it would otherwise take your staff to do manually.

Our software has an intuitive interface which means managers will get a clear overview of their rotas, monitor schedule adherence in real time, and assign agents or deal with shift swap requests quickly and easily thanks to the drag-and-drop function.

Our demand rostering feature will enable you to use historical data and real time analytics to determine trends and demands. With historical data about your regular busy times, you can use smart scheduling to automatically generate rotas that schedule more agents during spikes in contact volumes, and fewer staff when there are drops in call volume.

In this way, you’ll make sure you've got the right agents on shift to maintain customer satisfaction and meet service levels - at the same time as making optimum use of your admin staff time and reducing staffing and operational costs.

Through the employee self-service feature, you can empower agents to manage their time better and book leave through their phone. It is a quick and easy way for them to record their availability at any time that suits them, and it will give them a clear view of their schedules so there is no ambiguity about when they are expected to be at work. This leads to better employee experiences which, in turn, improves motivation and agent productivity.

The app will enable them to view and change their personal data, make holiday requests, check their payslips, and communicate with management. It means your managers can send messages to targeted teams or individuals - especially important if they’re looking for agents at short notice to cover for unplanned absences.