Flexiable Shift Model for Better and Effective Scheduling

flexiable timing for call center better schedulingAs we all know, the number of calls and the arrival patterns vary from day to day. Despite this, starting times, lunch breaks, end times, etc. are often fixed over the week, resulting either in over-staffing (higher costs!) or under-staffing (lower service levels and revenues). That’s why more and more call centers are switching from a fixed to a flexible shift model. The advantages are obvious, but how do you implement and manage a flexible model?

 

  • Ask and inform your agents. Survey about preferences and personal needs. Work with them to match their needs with needs of the business
  • Gradually implement a flexible shift model by introducing it to some of your agents (existing and/or new hires) first
  • Offer a bonus program. Provide financial incentives for “start-time flexibility”
  • Gradually add new agents that are flexible
  • Over time move the whole center to a flexible shift model.

This change can increase your service levels by 1 to 2 percent and result in a similar percentage of savings in personnel costs.

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