Your sales team is your asset. You want to make sure that they are available when their customers need them, but also give them enough down time to rest and recuperate. Crafting a schedule of availability can help you strike the right balance. How to do that?
What is Schedule of Availability?
The schedule of availability is simply a list or table of times when your sales team will be available to interact with customers. This includes the hours that you expect them to work as well as any other customer-facing activities such as trade shows, webinars and in-person meetings. It should also include days off for vacation, personal time, sick days, etc.
How to Tackle Creating a Schedule of Availability
🔍 Identify Key Stakeholders
An important first step in crafting the perfect schedule of availability for your sales team is to identify all the stakeholders involved. These may include current and potential customers, vendors, as well as internal teams such as marketing and operations. Knowing who are the key players ahead of time will help you plan out how far out you need to go when setting your team’s availability goals.
⏰ Set Customer & Team Member Expectations
Once you know who you need to accommodate, it’s time to set expectations for both your customers and your team members. For example, determine what type of response time customers should expect when they reach out, or how quickly team members need to get back with a response. This helps set the baseline for scheduling success.
✅ Allocate Tasks & Assign Accountability
Next up allocate tasks within your team and assign accountability in order to ensure that everything gets done on time and accurately. This way, everyone knows exactly what they are responsible for doing so that there are no surprises down the line if something changes or needs additional attention in order to have a successful outcome on any given project or task.
🗺️ Take Into Account Time Zones & Operation Constraints
When creating a schedule of availability it’s important to be mindful of potential logistical constraints such as different time zones or operation days that might be involved in getting work completed across teams or continents. Taking into account any potential issues with regards to geographical difference upfront can drastically improve overall efficiency later on down the line once the schedule has been put into place – saving precious resources!
⚙️ Introduce Planning Automation Tools
One way to streamline this process even further is by introducing planning automation tools that can help manage everything from customer responses across multiple channels (chatbot/email) through to other tasks like booking meetings, calendar invites. There are numerous tools available today that makes this step much more efficient than ever before – ensuring accuracy is maintained at all times throughout this process.
🔢 Evaluate Features Offered by Different Systems
It’s essential also evaluate features offered by different systems available in order make sure you pick the right one for your specific use case(s). Different features may include things such as notifications (via email/text), reporting, data export capabilities, which may be particularly important depending on how you intend to use the system going forward – so make sure you look into this thoroughly before committing any resources towards integrating said system into your workflow setup!
🔍 Understand Impact of Scheduling Strategies on KPIs
When creating a schedule of availability it’s important also understand the impact it will have on business Key Performance Indicators (KPIs) such as customer satisfaction score (CSAT), Net Promoter Score (NPS). Making sure these metrics aren’t compromised during scheduled changes is paramount in maintaining customer loyalty over long periods while still achieving desired outcomes from internal projects/tasks such as onboarding/coaching churn staff.
🔎 Validate Data Accuracy & Measure Performance Regularly
It’s also key validate data accuracy at multiple levels – starting with initial data collection all way through regular performance monitoring after implementation of new strategies across teams/markets. By measuring performance regularly it allows leaders better track how their strategies are working and take corrective action where necessary – avoiding costly errors due to misaligned objectives between departments.
☑️ Develop Mechanisms for Quality Control & Feedback
Finally develop mechanisms for quality control & feedback which can help pinpoint precise areas where processes lie within each department along with providing useful insight into customer experience during particular periods throughout day/month. Without proper checks and balances in place teams often find themselves running into issues further down line due to lackadaisical approach when creating schedules which can lead more headaches than needed over long term if not corrected quickly!
Over to you
While there are many different aspects to consider when creating a schedule of availability, the main aim is to ensure efficiency at all levels – from customer service to internal operation teams. By taking into account the aforementioned points it should help make this process much more streamlined and provide greater insight into how different strategies are performing over time. It’s also important to keep in mind that there is no one size fits all when it comes to scheduling but with a
