Creative 24 X 7 Scheduling

[JPalkowski]

I was wondering what some of your centers may be doing to creatively schedule your agents?

I have heard that a number of centers are using four 10-hour days and three 12-hour days (with 4-hours flexible) as alternatives to a standard five 8-hour day workweek.

If you are offering any alternative schedules, please let me know:

1. What type of alternative scheduling are you using?

2. Is everyone on this schedule type? If not, what percentage?

3. What have you found positive about this scheduling?

4. What have you found to be challenging?

5. Is your workforce management software able to easily handle this type of scheduling?

Any help appreciated.

Thanks!

[Karsten Fuhrmann]

Jeff,

I know that call centers sometimes use a "monthly working-hour target" or even an "annual working-hour target". That's a good idea if your business is really seasonal and you have problems to occupy your staff during low periods. You can send your staff home after 6 hours, if they have nothing to do and can keep them for more than 10 hours during peak-times.

Our current WFM Software (Aspect eWFM) supports this function, but we don't use it yet.

Best Regards,
Karsten Fuhrmann