How Shifton Helped Dialog Market Optimise Scheduling and Improve Efficiency

About the Company

Dialog Market is a large outsourcing call centre providing 24/7 customer support via calls, chats, and emails. With 300 workstations and over 1,000 employees working both in-office and remotely, the company manages multiple projects simultaneously, each with its own operational requirements.

The company’s structure includes:

• Operators – frontline staff handling calls, chats, and emails.
• Senior operators – assist operators and oversee workflow.
• Project managers – responsible for meeting KPIs for each project.
• Supervisors – monitor teams and ensure smooth operations.
• HR department, accounting, IT specialists, and other support teams.

Challenges Faced by Dialog Market

Like any large call centre, managing employee schedules was a major challenge. With high staff turnover, shift-based work, and round-the-clock operations, the company had to tackle several key issues:

1. High Staff Turnover

Call centres experience frequent staff changes, requiring daily adjustments to schedules. HR teams and managers spent excessive time updating shifts and finding replacements.

2. Sick Leaves, Vacations, and Unexpected Absences

With a 24/7 operation, ensuring adequate staffing despite last-minute call-offs was a constant struggle. Finding replacements manually was time-consuming.

3. Sudden Traffic Surges

Clients could increase call or chat volumes at any time, requiring an immediate response. Managers had to quickly adjust schedules to meet demand.

4. Shift Swaps Between Employees

Operators frequently requested shift swaps for personal reasons. Without an automated system, this process became chaotic, and managers had to manually ensure compliance with labour rules.

5. Monitoring Attendance and Punctuality

Call centres are paid for actual working hours, making on-time arrivals crucial. However, manually tracking lateness and attendance was inefficient and prone to errors.

6. Managing Breaks Efficiently

Different projects required specific staffing levels at all times, making it difficult to plan breaks without disrupting operations.

7. Excessive Time Spent on Scheduling

Due to these challenges, managers and supervisors spent too much time manually adjusting schedules instead of focusing on improving customer service and performance.

How Shifton Solved These Problems

By implementing Shifton, Dialog Market automated its scheduling processes, reducing manual workload and improving efficiency.

✅ Automated Shift Scheduling

Shifton automatically generates optimal schedules based on workload, employee preferences, and project requirements, eliminating the need for manual planning.

✅ Fast and Flexible Adjustments

If an employee calls in sick or requests leave, Shifton instantly finds a suitable replacement, reducing shift adjustment time from hours to minutes.

✅ Adapting to Traffic Surges

When clients increase call/chat volume, Shifton analyses the situation and suggests additional shifts with available staff.

✅ Automated Shift Swaps

Employees can request shift swaps directly in Shifton, and the system automatically ensures compliance with labour policies (e.g., avoiding overtime).

✅ Attendance and Punctuality Tracking

Shifton integrates with access control systems to automatically track employee check-ins and check-outs, alerting managers to late arrivals in real-time.

✅ Smart Break Scheduling

Shifton schedules breaks without disrupting staffing levels, ensuring compliance with project requirements.

✅ Increased Transparency and Control

Managers can monitor real-time schedules, track deviations, and analyse workforce efficiency without the hassle of manual oversight.

Results After Implementing Shifton

📉 70% reduction in time spent on scheduling
📈 30% decrease in no-shows
⏳ 10+ hours saved weekly for managers through automation
💰 Minimised revenue losses due to lateness

Conclusion

Shifton became an indispensable tool for Dialog Market, automating shift planning, reducing scheduling chaos, and improving workforce management.

Now, managers spend less time on routine tasks, while operators enjoy more flexible and structured schedules, leading to lower turnover and higher job satisfaction.

Shifton is not just a scheduling tool — it is a powerful ally for managing large call centres efficiently. 🚀