Scheduling

[Steven]

We are in the infancy stage of starting up a call center. As we progress and define our service delivery model we are thinking about how long we will require our reps to be on the phone in a given day.

Based on a 37.5 hr work week, we are looking at having the reps on the phones at a minimum of 6 hrs per day. Does anyone else currently schedule this way? If so, do they always get the same amount of time off of the phone each day? Too, what do your reps do during their off-line time?

Thank you in advance for your input.

[Capshaw]

Steven
I typically schedule based on 40 hours FT and 20, 25 & 30 PT. We offered six, eight and 10-hour shifts and executed quarterly shift bids to adjust for the business need. Depending on the call volume on specific days and hours, your scheduling should coincide accordingly (obviously). The center I just left had varied days off, but I highly recommend, if possible, to give each person at least one weekend day off.

When your reps are off the phone they will converse with others who are on the phone, which will in-turn cause poor job performance, increased center noise and so on. Depending on the business need, your best bet would be to have at least half or more of your reps off the phone at the same time. This will allow them to leave in groups and not disturb their peers.

I can only give so much advice with the information provided. I hope this helps. Good luck!

I would be interested to find out more about your company and business need. You can contact me via email or my cell phone listed below.

Sincerely,

Jeff Capshaw
jeff.capshaw@home.com
602.478.6120

[Capshaw]

I just re-read your posting and I believe I misunderstood the direct answer you were looking for.

Here is how we had on phone time logged per shift:

6 hour shift = 5:15 phone time
(2 - 15 min breaks, 15 min of leeway)

8 hour shift (1 hour unpaid lunch) = 7:15 phone time
(2 - 15 min breaks, 15 min of leeway)

10 hour shift (1 hour unpaid lunch) = 9:00 phone time
(3 - 15 min breaks, 15 min of leeway)

I apologize about the confusion, late night working!!!

Jeff Capshaw
602.478.6120

[MHoaglan]

Steven:

Based on a 7.5 hour day, we allow our agents 2 - 15 min breaks. This leaves 7 hours of straight phone time. On top of that, we need to allow a percentage for unproductive time (time not on the phone or in a waiting state). Unproductive time usually covers restroom breaks etc... We typically allow 3% of unproductive time, which for your agents, would be about 20 min for the entire day. Your agents should be expected to have 6.75 hours a day for productive phone time.

I also looked at the replies that you received. I would need more information about the type of calls your agents are handling (Inbound/Outbound) in order for me to give you a clearer picture as to how your agents should be spending their time.

Please feel free to contact me if you have further questions.

MHoaglan@phoenixgroup.com

[mrod]

Hi Steven,

Have you looked into SYMON Communications? They have just released Community. It's a web-based, browser-based work force management tool. It's a thin client application that is sooo easy to install and use. It automates many of the calculations I did manually to maximize agent efficiency.

[Mark Brannan]

We do Technical Support, so I'm not sure if it is the same as you. We staff our folks on incoming phones a maximum of 5 hours per day, and sometimes a minimum of 2 hours.

Our career path process determines how many hours of phone time they work. The "off" time is allocated for call backs - our questions will sometimes require research/testing - so this is their opportunity to call customers back. In addition, we use it for training, mentoring, product documentation review, etc.

This is very liberal, and our staff costs are higher because of it, but we have little turnover - and retain the experience and expertise of our staff.

[mavis mckean]

I run a 24 x 7hrs x 365days. Staff have an hour for lunch and two fifteen minute breaks , one ine the morning and one in the afternoon. This stops burn out.