One of the most controversial issues in a contact center is the scheduling of shifts, especially when a center works outside the regular nine-to-five working hours and weekends. Then we have to deal with evening shifts, and very often, overnight shifts as well. Generally these are not very popular with agents. They’re off when most people are at work, work when most people are off, or enjoy the weekends, public holidays and events, such as the World Cup. With changes in shifts, we can’t commit going to that wedding a month from now, etc….
Unfavorable shifts will bring about high absenteeism, attrition and low morale. Productivity is impacted and recruitment becomes all the more difficult. To overcome these challenges, we’ve made a list of best practices in use at best-in-class centers:
Today, there are some great, automated workforce management software programs that will make incorporation these suggestions a real cinch.