24/7 operations

[yikes]

Hi:

I work in a U.S. based call center (NOT outsourced) that initially started out as a Monday-Friday (9-5) operation and slowly morphed into a 24/7/365 operation. Management is realizing now that maybe the 3rd shift is no longer necessary (too costly). I'm wondering how many other centers out there operate on a 24/7 basis? The industry that I am in is Customer Service/Billing for an internet website. We do NOT provide technical support. I can't find any info on hours of operation out on the internet (Google, etc).

Is your center open 24/7, what industry are you in, and are you an outsourced center?

Thanks,
Yikes!

[Doberman]

Yikes,

We're in the banking industry, and we operate 24/7. (not outsourced).
However, not all call centers must operate 24/7. The necessity of operating 3 shifts a day 7 days a week depends on the service provided.
Since you're not providing technical support, and since your customers are satisfied with what they get then I don't see why add a 3rd shift.

You have not given a clue why you're asking this? Do you still want it to be 24/7 or what?

[yikes]

Hi Doberman & anyone else that may reply:

The call center I am working in is thinking of *eliminating* the 3rd shift and my direct supervisor was wondering what the industry "average" is for 24/7/365 operation (if there is such a thing as an "average" at least in this scenario).

Thanks,
Yikes

[creative_dialing]

Yes,

I'm with CCDS - we provide outbound support to call centers who run 24/7 operations. Some of them are in collections, some in banking, others in sales.

Things can get pretty hectic, supporting all of it. Especially in the wee hours. We have support staff on 24/7 call, with pagers and cell phones. Our clients can call them anytime. Which can be a problem.

What exactly do you need to know?

Cheers.

Martin

www.ccds.ca

[lkeller]

24/7 support is very difficult, and depending on what you do.. there could be backlash from people who do use your after hours support. I know that the last 24/7 center I was involved in, after hours support became a strong part of the days calls and people relied on it. However, this was a technical support line, so depending on what you do, you may not have a hard time getting away from it.

[jip_IEX]

Typically 24/7 ops are less efficient and less cost effective to have and manage. I am in an outsourced environment and any client Ops that we have spanning various industries is costing us through the am hours.
They typically run very low Occupancy rates and you need to schedule in appropriate staff to not just manage the volume but staff to handle absenteeism.
Two possible solutions are:
1- look at getting their productivity up by having them do some type of other work in between calls, ie data entry.
2- If you don't already have it in place look at a bit more robust IVR solution to allows self serve for these customers

[hardikcc]

Hi Yikes,

I think 24*7 operations increases the utilization of the resources which is the main factor in call center. For an example, you have a facility of 100 seats. If you run 2 shifts, you can generate the revenue of 200 people, but for 24*7 if you have got the work, you can generate the revenue of 300 people with same investments. Moreover, in call centers the salary of the agent is almost 10-15% of the revenue that they generate, even if the productivity is 75%, you will be generating more profits.

As far as the ratio in the industry is concern, I think we should not do something because more people do it, we should do it if it earns money.

Regards,
Hardik

Originally Posted by yikes

Hi:

I work in a U.S. based call center (NOT outsourced) that initially started out as a Monday-Friday (9-5) operation and slowly morphed into a 24/7/365 operation. Management is realizing now that maybe the 3rd shift is no longer necessary (too costly). I'm wondering how many other centers out there operate on a 24/7 basis? The industry that I am in is Customer Service/Billing for an internet website. We do NOT provide technical support. I can't find any info on hours of operation out on the internet (Google, etc).

Is your center open 24/7, what industry are you in, and are you an outsourced center?

Thanks,
Yikes!

[Boofish1]

I manage a 120-person 24/7 operation in the US that serves our customers nationwide. We do not outsource now and have had only negative experiences with it previously.

I don't know if you're still looking for information. If so, please feel free to call me (916)630-4210.

Val