Call centers are at the heart of companies across the globe. Call centers allow customers to speak to a company employee or representative to discuss concerns and provide feedback. There is nothing more frustrating for customers than calling a call center and waiting on hold for lengthy amounts of time. To prevent this frustration, call centers must have a reliable call center scheduling software.
There are many different call center scheduling software programs on the market. We have assembled a list of the top 11 call center scheduling software programs available in 2022 to help you determine the best software for your company. Keep reading to learn about the software, pricing, and pros and cons of each software.
Top 11 Best Call Center Scheduling Software Platforms
- Assembled – Best Call Center Scheduling Software for Small Businesses
- Connecteam – Best Call Center Scheduling Software for Mobile App
- Deputy – Best Call Center Scheduling Software for Large Corporations
- Humanity – Best Call Center Scheduling Software for Flexibility
- Nowsta – Best Call Center Scheduling Software for Shift Work
- Shiftboard – Best Call Center Scheduling Software for Dynamic Schedules
- Sling – Best Call Center Scheduling Software for Multi-Location Organizations
- SnapSchedule – Best Call Center Scheduling Software for Simplicity
- TixTime – Best Call Center Scheduling Software for Hourly Employees
- When I Work – Best Call Center Scheduling Software for Advanced Scheduling Needs
- ZoomShift – Best Call Center Scheduling Software for Affordability
1. Assembled – Best Call Center Scheduling Software for Small Businesses
Pricing: Core plan $15 per agent/month, Pro plan $35 per agent/month, custom pricing for Enterprise plan
Assembled was highlighted as the Top Performer for Workforce Management Software in 2021. Assembled improves company scheduling procedures by providing users features like, team schedules, individual schedules, performance, insight, and support operations. These features will assist your company in assuring that scheduling does not conflict in various departments and that there is necessary coverage. Assembled is straightforward and easy to use, making it an ideal software program for small businesses.
| Pros | Cons |
| Ease of use | Fewer features than competitors |
| Easy to integrate with other software solutions | – |
| Drag and drop feature | – |
Website: https://www.assembled.com/
2. Connecteam – Best Call Center Scheduling Software for Mobile App
Pricing: Free for life (up to 50 users), Basic plan starting at $39/month, Advanced plan starting at $79/month, Expert plan starting at $159/month, Enterprise plan custom pricing
In 2021 Connecteam was awarded two awards for their call center scheduling software. They received awards for employee recognition and leave management. These awards highlight the dependability and outstanding features of this software. Besides call scheduling, Connecteam has many features for companies to take advantage of for their employees, such as newsletters, surveys, employee directory, task management, mobile access, and reminders. The many features of Connecteam will help your company meet the needs of your employees and make sure you are providing quality service to your customers.
| Pros | Cons |
| Flat-fee pricing | The high-tier is expensive for smaller companies |
| 24/7 live support | Not all features accessible to lower-tier companies |
| User-friendly interface | – |
Website: https://connecteam.com/
3. Deputy – Best Call Center Scheduling Software for Large Corporations
Pricing: 30-day free trial, Scheduling plan $2.50 per user/month, Premium plan $4.50 per user/month, Enterprise plan custom pricing
Deputy is a call center software that allows employers to track staff leave, create schedules, and monitor staff attendance. Deputy has been trusted by over 300,000 workplaces globally, including large companies such as Nike, Harper Logistics, Ace Hardware, Reliant Healthcare, and Aēsop. Whether you have five employees or 50,000, Deputy has many features that will suit your needs.
| Pros | Cons |
| Easy to use software | Minimum monthly fee |
| Affordable | Admin users have to pay a monthly fee even if they do not use other features. |
| Clock in/out boundaries | – |
Website: https://www.deputy.com/
4. Humanity – Best Call Center Scheduling Software for Flexibility
Pricing: Starter plan $3.50 per user/month, Classic plan $5.00 per user/month, Enterprise plan custom pricing
Humanity is a cloud-based call center scheduling platform that allows employees to swap shifts, manage tasks, track leaves, set availability, and make reminders. Humanity also allows employers and administrators to track skills, create schedules, and send messages to employees. The many features available on Humanity are sure to meet the needs of your call center.
| Pros | Cons |
| Availability feature | Minimum monthly fee |
| Paystubs | UI is not aesthetically pleasing |
| Syncs to the calendar on a mobile device for reminders | – |
Website: https://www.humanity.com/
5. Nowsta– Best Call Center Scheduling Software for Shift Work
Pricing: $125.00 per month minimum fee, Starter plan $3.00 per user/month, Professional plan $4.00 per user/month, Enterprise plan has custom pricing
On Capterra, Nowsta has an average 4.9 stars, making it one of the highest rated programs for scheduling needs. Nowsta provides users with features like scheduling, calendar management, overtime calculation, and skills tracking. Nowsta is ideal for companies that schedule employees on weekly or monthly shifts.
| Pros | Cons |
| Ease of use | Only one-way messaging |
| Easy to adjust schedules | Cannot customize reports |
Website: https://www.nowsta.com/
5. Shiftboard – Best Call Center Scheduling Software for Dynamic Schedules
Pricing: Contact for pricing
Shiftboard is a dynamic scheduling software used by many healthcare, manufacturing, call center, and public safety companies across the globe. Shiftboard provides users with scheduling, an online time clock, reporting and analytics, shift swapping, time-off management, payroll management, and employee tracking. Shiftboard has been trusted by large companies such as Metropolitan Police, Shell Gas Station, Medline, and Swedish Medical. Shiftboard is ideal for large call centers that want to improve employee scheduling.
| Pros | Cons |
| Affordable | Calendar visualization |
| Very customizable | Complicated for new users |
| Website and app | It can be challenging to integrate and sync certain third-party apps |
Website: https://www.shiftboard.com/
6. Sling – Best Call Center Scheduling Software for Multi-Location Organizations
Pricing: Free plan, Premium plan $2.00 per user/month, Business plan $4.00 per user/month
In 2021, Sling was recognized by Capterra for being the top performer in attendance tracking and employee scheduling. Founded in 2014, Sling is a relatively new software platform. Sling has high reviews and ratings. With Sling, you can schedule your employees, track attendance, manage timesheets, shift swap, track leaves, send reminders, track salary employees, and run reports and analytics on your employees. Sling is an excellent option for organizations that have multiple locations.
| Pros | Cons |
| Responsive app | Messaging feature is limited |
| Easy to navigate | Fewer features are viewable on a mobile app, some are only viewable on the desktop version |
Website: https://getsling.com/
7. SnapSchedule – Best Call Center Scheduling Software for Simplicity
Pricing: $450 for one license, $950 for three licenses, $1,350 for five licenses
Snap Schedule is a scheduling tool that assists companies in building schedules for employees and communicating scheduling needs. With Snap Schedule, companies can message employees, send out automated schedules, track skills, and monitor employee time and attendance. For organizations that do not need a lot of complex features, SnapSchedule is an ideal call center scheduling software.
| Pros | Cons |
| Simple to use | More expensive than competitors |
| Straight forward scheduling process | Minimal features |
| One-time payment | – |
Website: https://www.snapschedule.com/
8. TixTime – Best Call Center Scheduling Software for Hourly Employees
Pricing: Free trial, Team plan $379/month, Business plan $799/month, Workforce plan $1,379/month
TixTime saves you time scheduling so you can focus on other tasks as an administrator or employer. Along with scheduling, TixTime helps you by allowing you to easily manage your calendar, calculate overtime, and run reports and analytics on your employees. The features provided through the TixTime software are very beneficial for managing hourly employees.
| Pros | Cons |
| Simple and easy to use | Fewer features than competitors |
| Limited report and analytic options | Somewhat challenging to add employees after the initial setup |
| – | More expensive than competitors for small businesses |
Website: https://www.tixtime.com/
9. When I Work – Best Call Center Scheduling Software for Advanced Scheduling Needs
Pricing: Free trial, Small Business plan $2.00 per user/month, Enterprise plan has custom pricing
When I Work is a call center scheduling software that assists companies in creating employee schedules, managing events, shift swapping, hourly and salary employee tracking, and running reports and analytics. When I Work also includes valuable features such as overtime calculation, drag and drop, and automated scheduling. Large companies such as Comfort Inn, Culvers, Cold Stone Creamery, Verizon Wireless, and Aspen/Snowmass Resorts trust When I Work for their scheduling and call center needs. If you are looking for a call center scheduling software with advanced features and abilities, When I Work is the ideal software for you.
| Pros | Cons |
| Many features | Print feature is limited |
| Customization | Learning curve |
| Employee notifications | The base price does not include all features |
Website: https://wheniwork.com/
10. ZoomShift – Best Call Center Scheduling Software for Affordability
Pricing: Starter plan $2.00 per user/month, Premium plan $4.00 per user/month, Enterprise plan custom pricing
On Capterra, ZoomShift has an average rating of 4.5 stars. With ZoomShift, you can schedule employees, track leaves, and manage timesheets. Employees have access to the mobile app, can swap shifts, and clock in and out. A considerable benefit of ZoomShift is that they only charge you for active members each month. The price point beginning at $2.00 per user per month makes ZoomShift a perfect option if you are looking for an affordable call center scheduling software.
| Pros | Cons |
| Simple to use | Notification delay |
| Affordable | Limited translation languages |
| Schedule templates | – |
Website: https://www.zoomshift.com/
Frequently Asked Questions
What is a call center?
A call center receives phone calls related to a company’s services or products. Call centers consist of experts that know about the company to answer questions and resolve concerns for customers.
Why is scheduling important in a call center?
Scheduling is crucial in a call center because a call center cannot take calls or operate without employees present. Since customers contact call centers to receive help from a live person, someone must be scheduled to take their call and assist them. There is nothing more frustrating than taking the time to contact a call center or support line and having an extensive wait time. By ensuring you have staff scheduled, you can prevent this frustration for your customers.
How will call center scheduling software help me?
A call center scheduling software not only benefits your customer by ensuring that you have staff scheduled to answer their calls, but it also has many features for the employees. These most popular features include messaging, reminders, shift swapping, leave and sick time tracking, and adherence tracking. The many benefits of call center scheduling software platforms will help you meet the needs of your employees and customers.
What is schedule adherence?
Schedule adherence is the percentage or amount of time employees follow their scheduled shifts. The goal of call center scheduling is to increase schedule adherence. Schedule adherence can also refer to whether or not employees follow their lunch and break schedules. If they are not following these, they are out of compliance. When employees are not in adherence to their schedules, it can create unreliability and inconsistency in the call center.
How can I improve my schedule adherence?
You can improve your schedule adherence by using a call center scheduling software and building relationships with your employees. If you use a call center software, you can assure that you have enough employees scheduled and that they know when they are expected to work. A call center schedule can also assist your employee in finding a replacement for their shift if they cannot work. Building positive relationships with your employees will encourage them to work and want to be part of your company team. A positive work environment motivates people to not only show up, but also to put in more effort.
How can I calculate my schedule adherence?
Depending on the call center schedule software you select, you can check this through it. If this feature is essential to you, make sure you check this feature before choosing a call center scheduling software.