Flexible Start Times

[centerguy]

I have a medium sized center with about 120 people handling handling around 120,000 calls per month. Our scheduling vendor has reccomended that we use sliding rep schedules that vary their start time daily 15-30 minutes as required by the projections. Anectodally I don't feel this is buying us a whole lot as much of our volume comes in spikes that are not easily forecasted. The biggest issue however is the effect of these schedules on morale. The sliding schedules make it difficult to plan things like child-care etc, they are also just plain hard for reps to keep track of. Based upon employee feedback meetings I feel we would get a huge lift from moving to fixed schedules. I've managed centers in the past and had no problems with fixed schedules meeting our call arrival needs.
I'd be interested to hear input from the group. I do not feel our workforce management vendor is being responsible by pushing such a reccomendation.

[tarunpuri]

Hi,

I agree with what you are saying here, additionally i suggest that as per your peak times you should chalk out shift start times, you could do with multiple shifts (i mean more than what you have as of now), this could help hitting a compromise betyween what your WFM vendor has recommended and what you are saying here.

Changing start times (i mean sliding schedules) does work for some centers, what i am also wondering is 1) How many shifts do you run ? 2) How many reps do you have in each of these shifts and 3) Whats the roster that you follow for the reps 5 day week / 5.5 day week / 6 day week ?

Just curious to know what scheduling software does yoour WFM vendor use.

Cheers,
Tarun Puri
Email : tpuri@rediffmail.com
Mobile : +91 98111 41111

[Shawn Livengood]

If your volume spikes are hard to forecast, 30 minutes worth of flexibility from the reps probably isn't going to make much of an impact on whether you miss or meet your service metrics. Especially if the reps are unhappy and attrition rises because of the scheduling change. However, if the forecasting team can partner with the marketing department (or whoever drives the spikes) and create a more accurate daily & intraday forecast, then this scheudling method can save you a significant amount of time & labor $$$.

Please let me know if you'd like to discuss further.

[Rick Tirado]

We use 15 minute start intervals. We believe that this method smooths out staffing gaps associated with abseenteeism and agents leaving leaving early for the day.

[centerguy]

Rick, so you're saying your agents may start 7 am one day, 715 the next day and 645 the following day?

[Rick Tirado]

Centerguy, I didn't mean a different start time each day of the week for an individual rep. I was suggesting 15 minutes start intervals per schedule.

If your considering different start times (each day) for each agent...this be may be micro-managing a staff that is too large.

I believe the desired outcome can be acheived by staggering agents' schedules on a 15 minute interval.

If it doesn't make sence, let me know.

[centerguy]

Originally posted by Rick Tirado
Centerguy, I didn't mean a different start time each day of the week for an individual rep. I was suggesting 15 minutes start intervals per schedule.

If your considering different start times (each day) for each agent...this be may be micro-managing a staff that is too large.

I believe the desired outcome can be acheived by staggering agents' schedules on a 15 minute interval.

If it doesn't make sence, let me know.

Makes perfect sense, and I agree completely, thanks!