Work Day Schedules in Inbound & Outbound Call Centers

[COCO]

Hi folks:

Can anybody help me sharing me your thoughts and/or actual practices on the following:

On Mexico, we have basically 3 types of work day hours (at least on Call Center activities): 4 hours, 6 hours & 8 hours work days...

HOW do you structure the "rest hour" schedules for people working a 4 hours work day? And for a 6 hours work day? And for a 8 hours work day?

Does your "rest hour" schedules CHANGE if its an INBOUND or an OUTBOUND Call Center?

Hope somebody could help me sharing his/her opinion, thoughts, suggestions, actual practice or whatever... I'm sure EVERYTHING can help...

Best regrads...

[Louie Gazzola]

The key to manage rest periods I find is being able to provide choices. Based on start time and length of shifts, a one hour rest period can be offered in at least five options.
(1) as two 15 mins and one 30 min lunch
(2) two 30 mins breaks/lunch periods
(3) a 15 min early break and a 45 min lunch (morning shifts)
(4) a 45 min lunch a 15 min late break (afternoon/evening shifts)
(5) or a one hour mid day lunch break

If you have a flexability in both your shifts lengths and start times, based on your workload curve, different rest period options would be offered at different times of the day

[COCO]

I appreciate your time sharing this information with me... We'll keep in touch... Thanks!

Originally posted by Louie Gazzola
The key to manage rest periods I find is being able to provide choices. Based on start time and length of shifts, a one hour rest period can be offered in at least five options.
(1) as two 15 mins and one 30 min lunch
(2) two 30 mins breaks/lunch periods
(3) a 15 min early break and a 45 min lunch (morning shifts)
(4) a 45 min lunch a 15 min late break (afternoon/evening shifts)
(5) or a one hour mid day lunch break

If you have a flexability in both your shifts lengths and start times, based on your workload curve, different rest period options would be offered at different times of the day

[Frank A. Engle]

Hello Coco!

Are you an outsourcing center in Mexico? If so, please either e-mail me or call me as I have a project I am trying to outsource there.

Best regards

[COCO]

Well, our core business is not OUTSORCING... We're a Telecom company offering AT&T Services in Mexico, and we have our own Call Centers...

Originally posted by Frank A. Engle
Hello Coco!

Are you an outsourcing center in Mexico? If so, please either e-mail me or call me as I have a project I am trying to outsource there.

Best regards