The Best Call Center Scheduling Software For Your Team

Scheduling a call center is like bailing out a ship in troubled waters. Calls flood in nonstop, and if you don't have enough agents to handle them, frustrated customers pile up fast. Your best chance at staying afloat is answering calls efficiently. But when waves of call volume hit, even your best team can't keep up.

And it's nearly impossible to predict when you'll get slammed with calls or lose an agent to a sick day. You could spend hours every week creating and fixing schedules to keep customers happy and avoid overloading your team. Or you could use call center scheduling software to do the heavy lifting for you.

We reviewed the top call center scheduling software based on features, pricing, and customer reviews. Whether you're managing 5 agents or 50, this guide helps you find the right tool. (Spoiler: Homebase tops our list for small businesses with hourly teams.)

TL;DR Best call center scheduling software at a glance

For small businesses with hourly teams: Homebase takes the top spot with auto-scheduling, conflict alerts, and built-in time tracking. All starting free.

Need advanced customization? Deputy offers flexible settings for complex shift patterns.

Managing multiple team categories? Connecteam's tagging system simplifies skills-based scheduling.

Want pre-made templates? Sling makes it easy to save and reuse your best schedules.

Understanding call center scheduling: Two types

When you search for "call center scheduling software," you'll find tools that do two very different things.

• Customer-facing scheduling handles appointment booking. Think Calendly or Acuity Scheduling. These tools let customers book calls, demos, or consultations with your team. If you're scheduling customer appointments or sales calls, that's what you need.
• Workforce scheduling manages your team's work hours. Shifts, breaks, coverage, and time off. This is what most call center managers mean when they say "scheduling software." It's about making sure you have enough agents working at the right times to handle call volume.

This article focuses on workforce scheduling tools like Homebase that help you manage your call center team's shifts and coverage. If you need customer appointment scheduling, you'll want a different type of tool entirely (though some workforce platforms offer integrations with appointment schedulers).

Now, let's look at why call centers need specialized workforce scheduling software in the first place.

Why call centers need specialized scheduling software

Call centers face scheduling challenges that generic tools can't handle.

• Unpredictable call volume. You never know when 100 calls will flood your queue at once. Generic scheduling apps don't account for call patterns or help you plan for surges.
• Extended or 24/7 coverage. Early mornings, late nights, weekends. You need agents during hours that conflict with personal commitments, making availability tracking critical.
• Skills-based scheduling. Not every agent can handle every call. You need tools that match trained agents to specific call types, not just fill shifts with warm bodies.
• High burnout risk. Call center work is mentally demanding. Fair shift distribution matters. Agents who always get stuck with Saturday nights or back-to-back difficult shifts burn out fast.
• Complex compliance requirements. Break laws and overtime rules vary by state and city. One missed break reminder or accidental overtime violation can cost you thousands in fines.
• Why generic scheduling tools fall short: They treat all shifts the same. They can't forecast based on call volume. They don't flag when you're about to schedule an unqualified agent or violate a labor law. They force you to track everything in your head or in separate spreadsheets.

Call centers need purpose-built tools. Homebase bridges the gap with call center-specific features like conflict alerts and overtime warnings, while staying simple enough for small teams without dedicated schedulers.

{{banner-cta}}

Key features to look for in call center scheduling software

Not all scheduling tools are built the same. Here's what matters for call centers specifically:

• Forecasting and demand planning: Analyze historical call data to predict staffing needs and identify peak hours. Prevents understaffing and wasted payroll dollars.
• Auto-scheduling and templates: Create shifts in one click based on roles, availability, and labor needs. Save and reuse schedules that work.
• Employee self-service tools: Let agents trade shifts, claim open shifts, request time off, and update availability. You approve with one tap.
• Communication and notifications: Built-in messaging, automatic shift reminders, and real-time alerts keep everyone informed.
• Conflict detection and compliance: Flags scheduling errors, double-bookings, overtime risks, and missed breaks before you publish.
• Mobile access: Apps for iOS and Android so your team can check schedules, request changes, and get notifications anywhere.
• Integration capabilities: Connect with time clocks, payroll systems, and POS platforms to eliminate manual data entry.

Homebase includes all these features in one platform. Auto-scheduling builds your schedule in minutes, conflict alerts catch errors before you publish, and the mobile app puts schedules in everyone's pocket. As one customer told us, "Schedule communication works flawlessly. We very rarely have an employee tell us they didn't know they were supposed to work."

Top 8 call center scheduling software solutions

Here's our breakdown of the best options based on features, pricing, and customer reviews.

1. Homebase: Best all-in-one solution for small businesses

Homebase combines scheduling, time tracking, payroll, and team communication in one platform built specifically for hourly teams. It handles everything from auto-scheduling to compliance alerts while staying simple enough that you don't need a dedicated scheduler on staff.

Top features:

• Auto-scheduling based on roles, availability, and labor targets
• Conflict alerts catch scheduling errors before you publish
• Built-in time clock with photo verification
• Integrated payroll syncing directly with timesheets
• Team messaging and overtime/break compliance warnings
• Mobile app for managers and employees (4.8 stars)

Pros:

• Truly free plan for one location with up to 20 employees
• All-in-one solution (scheduling, time, payroll, HR)
• Simple interface requiring minimal training
• Built-in compliance tools

Cons:

• Focuses on small to mid-sized businesses
• Advanced features require paid plans

Pricing: Basic (free), Essentials ($24.95/month per location), Plus ($55.95/month), All-in-one ($99.95/month). Payroll add-on: $39/month + $6 per active employee.

What customers say: Rated 4.6/5 on Capterra. "I love the ease of making my team's schedule every week! I can do it from my phone wherever I'm at."

2. Connecteam: Best for categorizing teams

Connecteam uses tags and filters to organize complex teams by skills, experience levels, and departments. The tagging system helps you quickly see if you have enough Level 2 support agents or specialized reps scheduled.

Top features:

• Group, task, and visibility filters for team categorization
• Reusable schedule templates
• Open shifts and auto-scheduling
• Built-in time clock and team chat

Pros:

• Free plan for up to 10 users
• Highly customizable tags and filters
• Good for multi-location scheduling

Cons:

• Many advanced features require higher-tier plans
• Time-consuming to set up all customizations
• User and location limits on lower plans

Pricing: Free (up to 10 users), Basic ($29/month for 30 users), Advanced ($49/month), Expert ($99/month).

What customers say: Rated 4.8/5 on Capterra. Customers praise customization but note the learning curve.

3. Deputy: Best for customizable settings

Deputy offers extensive customization options for call centers with unusual shift patterns or specific workflow requirements. You can configure nearly every aspect of scheduling to match your exact needs.

Top features:

• Highly customizable shift settings
• Auto-scheduling based on demand
• Skills-based scheduling
• Time and attendance tracking

Pros:

• Very flexible configuration options
• Easy to add new employees
• Scales well for growing teams

Cons:

• Scheduling and time tracking sold separately on lower plans
• Can be complex for simple needs
• Per-user pricing adds up

Pricing: Scheduling or Time ($4.50/user/month each), Premium ($6/user/month for both), Enterprise (custom pricing).

What customers say: Rated 4.6/5 on Capterra and G2. "Deputy makes it easier to manage a team with different availability."

4. Sling: Best for organizing early and late shifts

Sling lets you segment shifts into morning, afternoon, and evening categories. This gives you clear visibility into how many undesirable shifts each agent is working, helping you distribute them fairly.

Top features:

• Shift organization by time of day
• Drag-and-drop scheduling
• Team availability tracking
• Labor cost calculator

Pros:

• Free plan available
• Clean, simple interface
• Good for multi-timezone scheduling

Cons:

• Auto-scheduling only on most expensive plan
• Per-user pricing model
• Limited features on free plan

Pricing: Free (up to 30 users), Premium ($2/user/month), Business ($4/user/month with auto-scheduling).

What customers say: Rated 4.6/5 on Capterra. "The mobile app experience was easy and extremely convenient."

5. Shiftboard: Best for scheduling on-call employees

Shiftboard specializes in industries that need on-call coverage, including healthcare call centers. You can create backup pools of qualified agents ready to jump in when needed.

Top features:

• On-call shift scheduling
• Automated scheduling based on skills
• Employee self-scheduling options
• Certification and skills tracking

Pros:

• Strong on-call management features
• Skills-based scheduling
• Good for healthcare and emergency services

Cons:

• Custom pricing only (no transparent rates)
• Minimum fees apply
• More complex than needed for basic call centers

Pricing: Two plans with custom pricing. Contact for quotes.

What customers say: Rated 4.5/5 on G2. Best suited for manufacturing, warehouse, and healthcare industries.

6. Humanity: Best for schedule visibility

Humanity offers multiple view options (day, week, two-week, four-week, by position, by employee) that make complex schedules easier to understand at a glance.

Top features:

• Multiple schedule view options (grid, list, employee, position)
• Automated scheduling
• Custom templates and scheduling rules
• Labor budgeting tools

Pros:

• Flexible viewing options
• Easy shift swap process
• Good for hybrid teams

Cons:

• Employees have limited schedule access on lower plans
• Can be slow to load
• Requires many clicks to complete tasks

Pricing: Starter, Classic, and Enterprise plans with custom pricing.

What customers say: Rated 4.3/5 on Capterra and G2. "Easily apply for schedule swaps."

7. ZoomShift: Best for managing last-minute changes

ZoomShift makes it easy to find coverage when agents call out sick or when unexpected call volume hits. The interface prioritizes speed when you need to make urgent schedule adjustments.

Top features:

• Quick replacement finding for last-minute absences
• Drag-and-drop scheduler
• Open shifts and shift swapping
• Time-off tracking with minimum notice periods

Pros:

• Very easy to use
• Fast for making changes
• Good time-off request system
• Free plan available

Cons:

• No auto-scheduling feature
• Limited reporting and analytics
• No live chat support

Pricing: Free (basic features), Starter ($2/active member/month), Premium ($4/month), Enterprise (custom).

What customers say: Rated 4.5/5 on Capterra. "I love the ease of use and how everyone has access to view everyone's schedule."

8. When I Work: Best for time-saving automation

When I Work automates many scheduling tasks and includes integrated time tracking, making it efficient for managers who want to minimize administrative work.

Top features:

• Automated scheduling and shift assignments
• Integrated time clock and attendance tracking
• Real-time overtime alerts
• Team messaging and payroll integration

Pros:

• Strong automation features
• Easy payroll integration
• Good mobile app
• Scales across multiple locations

Cons:

• Per-user pricing for larger teams
• Some features require higher-tier plans

Pricing: Contact for custom pricing. Free trial available.

What customers say: Customers appreciate the time savings and integration capabilities, particularly for payroll processing.

How to choose the right call center scheduling software

Assess your team size and complexity:

• 5-agent team vs. 50+ agents need different tools
• Single location or multiple sites?
• Business hours or 24/7 coverage?
• Specialized call types requiring skills-based scheduling?

Identify your must-have features:

• Review the feature list above
• Is auto-scheduling critical or can you build manually?
• Do you need integrated payroll or just scheduling?
• Prioritize your top 3 non-negotiables

Check your budget and pricing model:

• Per-location pricing (like Homebase at $24.95/month) vs. per-user pricing
• Per-user costs add up quickly for larger teams
• Factor in time saved: 5 hours weekly = significant ROI
• Look for free plans if you're a small team

Test with free trials:

• Most tools offer 14-30 day trials
• Build real schedules for your team, not hypothetical ones
• Get feedback from agents on the mobile app
• Compare 2-3 top options side-by-side

For most small to mid-sized call centers, Homebase offers the best balance of features, simplicity, and price.

FAQs Top call center scheduling software

What's the difference between call center scheduling software and workforce management software?

Scheduling software focuses on shift planning, time-off management, and coverage coordination. Workforce management (WFM) is broader and includes forecasting, analytics, performance management, and quality monitoring. Most modern scheduling tools include basic WFM features like forecasting and labor budgeting, so the lines blur. For small call centers, scheduling software usually provides everything you need without enterprise WFM complexity.

How much does call center scheduling software cost?

Prices range from free to $15+ per user monthly. Small business options run $0-$50 per month per location. Enterprise solutions require custom pricing. Compare per-location pricing (better for larger teams) versus per-user pricing (adds up quickly). Factor in ROI: if you save 5+ hours weekly, even paid software pays for itself. Homebase offers a free plan for teams under 20 employees.

Can small call centers afford scheduling software?

Yes. Free plans exist from Homebase, Connecteam, Sling, and ZoomShift. Low-cost paid options start at $24/month per location. The time savings (5+ hours weekly) and avoided compliance violations usually justify the investment quickly. Starting with a free plan lets you test before committing.

Does call center scheduling software integrate with phone systems?

Some do, but it's not universal. Time clock and payroll integrations are more common. Check each platform's integration library before purchasing. Homebase integrates with payroll providers like QuickBooks and Gusto. Phone system integration is more common in enterprise WFM tools than small business scheduling software.

Can agents access schedules on mobile devices?

Yes. Most modern platforms offer mobile apps for iOS and Android. Employees can view schedules, request changes, swap shifts, and get notifications from their phones. Managers can approve requests on the go. Check app store ratings before choosing. Homebase's mobile app is rated 4.8 stars and puts schedules in everyone's pocket.

How long does implementation take?

Basic setup takes 1-2 hours. Full team rollout typically requires 1-2 weeks. Training your team takes a few days. Simpler tools like Homebase implement faster than complex enterprise systems. Most platforms offer setup support to help you get started. The easier the interface, the faster your team adopts it.

Finding the best call center scheduling software for your team

Stop spending Sunday nights rebuilding schedules from scratch. The right scheduling software eliminates the chaos, saves you hours every week, and helps you avoid costly mistakes like double-bookings or compliance violations.

Choose based on your team size, budget, and must-have features. Small call centers with hourly teams get the most value from all-in-one tools that combine scheduling with time tracking and payroll. Larger or more complex operations might need specialized features like on-call scheduling or advanced customization.

For most small to mid-sized call centers, Homebase delivers everything you need without the enterprise price tag or complexity. Auto-scheduling builds your schedule in minutes. Conflict alerts catch errors before you publish. The mobile app keeps everyone informed. And with a genuinely free plan for small teams, there's no risk in trying it.

Your agents need schedules they can count on. You need tools that actually save you time. Homebase does both. Try it free for 14 days. No credit card required.