What is an envelope strategy?
An envelope strategy is an approach to scheduling in a call center where agents may be assigned tasks other than taking inbound calls.
The envelope here is the main task to be prioritized, which, in the case of call center agents, is answering calls. Everyone will handle calls when the load is at a high peak.
Agent’s tasks can be reassigned depending on the volume of inbound calls coming in.
Benefits of envelope scheduling
Envelope scheduling recognizes that call volumes vary depending on the time of day and other conditions such as holidays.
During lean times, the company can maximize every agent’s time and productivity by delegating minor tasks to them. This is especially beneficial for smaller contact centers where staffing is limited and scheduling is restricted.