Shift Duration

[Jenna1]

Currently, our full-time CSPs work an 8.5hr shift, including a 30 min lunch break & 2 x 10min breaks.

I'm wondering what the pros & cons would be of extending the shift so that they work 9hrs, and have a 60 min lunch break included. The obvious benefit that I can see is that it will allow us to provide additional coverage, particularly into our peak call traffic period from 16:00 - 20:00.

Has anyone out there experimented with this concept?

If so, any feedback as to advantages & disadvantages would be greatly apreciated!

[RichardL]

Hi Jenna

In a previous centre that I work in as the Planning manager, looking after MIS, telco and Workforce planning, all of our employees were full time. ie. they all worked a duration of 40 hours per week.

The schedules were written in 2 different formats....a 5 day week working 8 hours / day with 2 x 15 minute breaks and a 30 minute lunch, meaning that the agents were on site for a total of 42.5 hours each week.

The second scenario was 4 x 10 hours shifts with 3 x 15 minute breaks and a 30 minute lunch, meaning the agents were on site for a total of 42 hours across the week.

We found that the preference for shifts was about 50 / 50 with a number of people opting for the shorter week. In doing this though most of the agents did not receive 3 days off in a row, rather had 2 days and then another single day somewhere across the week.

It worked really well in this environment (tech support - average age of CSR was early 20's) The smart agents would look for another agent working the same shift pattern and attempt a swap giving them a 3 day weekend effectively.

This centre was open from 7am through midnight 7 days and by having these 2 distinct shift lengths it did help greatly in filling in some bad spots while at the same time providing a definate benefit for the staff that wanted this lifestyle.

Hope this helps.

Richard

[Jenna1]

Hi Richard,

Many thanks for your feedback - it gives me more options to think about.

Thanks!