The perfect way of call centre work schedule management

Many companies use contact centres as a way of communicating with their customer base. The way operators handle themselves with callers can lead to gaining new customers as well as maintaining 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 lunch break. Operators aren’t able to choose the time of their break. Lunch can only be taken 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 for lunch to be taken at any time during 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 times, allows for breaks and holidays, and supports a flexible lunch break. It allows a call centre to create a schedule for any kind of staff.