24 X 7 Operation

[janem]

We are an outsource call center and business growth requires us to expand to a 24 X 7 operation over the next six months for one of our clients. We presently operate from 5 a.m. Pacific time until 9:00 p.m. Pacific time. We expect to hire only a small staff of 30 for our after hours. Does anyone have input to share on how the 24X7 operation differs? Wage differences or differentials, break schedule considerations, escalation issues you may have noticed --just any tips or recommendations based to your own experiences would be helpful and very much appreciated.

[Linn]

Janem:

Our overnight team is paid 15% night differential, our night agents are paid 10%. We see 25-30% idle time during the hours of 11:30pm to 5:00am. We supplement their call volumes with return mail or simple transactions they can handle quickly. You may also need to check with your LAN team to review system outage schedules. We have regular system outages 2 times a week. During this time our CSR's need paper transaction forms to get through the call. Additionally, you will need to gage your call volume during these hours - our coverage is heavier m-thurs and fewer agents needed Fri & Saturday night. Pick you staff well - you will find some people cannot get used to the late hours and will fall asleep on you!

Good Luck!

[dchoudhury]

I propose you to find some Indian good Call Center who are working at that time due to the time difference advantages. We are benifited with the same. And if required I may be able to help you in this aspect too by providing their address and contact number. But, mind it they've to be genuine and also dpendable and works in this 24X7 model.
Have a nice time
Dibs

[janem]

Thanks Linn and Dibs for the response. We want to operate the 24X7 here -- greater opportunities for growth. Linn, your wage differential insight was appreciated and we've applied it to our formula.

Any further insights comrades, let me know.