Many companies use contact centres as a means of communicating with their client base. The way operators handle themselves with callers can lead to new customers as well as keep healthy relationships with long-time clients.
Call centre scheduling challenges
In many cases, call centres work on behalf of international companies. Managers hire operators who have to work in different time zones. This can lead to confusion with working hours, shifts and worker distribution.
This can, in turn, harm the call centres’ workflow, lead to negative feedback and decreased income. A call centre can avoid this situation if it implements proper work schedule management. Currently, there are several types of worker timetables:
Soviet
This type of work schedule is more appropriate for call centres that work for local markets. Employees have an 8-hour shift and a 1-hour lunchtime. Operators aren’t able to choose the time of their break. Lunchtime can be had only 4 hours into the shift. As a rule, this type of timetable has only two shifts: from 8 AM to 4 PM and from 4 PM to 12 AM.
American
This scenario also offers 8-hour shifts. The “American” type doesn’t allow changing the time when shifts start. It doesn't allow operators to choose the most suitable time. With that in mind, the scenario allows going for lunch at any time of the workday, as well as asking for breaks.
British
The British schedule type is considered to be the most effective for workforce organisation in call centres. Not only does it cut costs, but it also improves employee performance. This schedule type offers 4/8-hour shifts. Employees can choose when their shifts begin and can take a lunch break anytime during the working hours.
Call centres that switch to the “British” model of work hour management will see their workers' performance and attitude improve significantly. In turn, clients feel that they communicate with professionals and receive a high level of customer service.
Schedule tools
Using simple solutions, such as Microsoft Excel, is not enough to make work schedules of different durations and with various numbers of operators. They can’t be used to plan schedules and keep track of breaks. Workforce management tools allow creating a perfect schedule.
The Shifton service is a perfect solution to set up a “British” schedule for a call centre. The service allows setting shift start time, allows taking breaks and vacations, supports a flexible lunchtime. It allows a call centre to create a schedule for any kind of staff.
