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Executive Interview : 8 Ideas On How To Schedule Staff
Do you have staff scheduling problems? ContactCenterWorld.com asked some members from around the world: What in your opinion is the best way to schedule staff for a contact center? and how should you allow them to select shifts or should they be set by you?
"It should be set up by supervisors and the best way is to have a "regular and standardized" set of schedules to turn the shifts. I would allow the staff to change the shift if needed with the approval of a supervisor. Shifts should be scheduled at least 2 weeks in advance."
|- Aleš Neveselý, Head of Customer Support Services, Y Soft Corporation, a.s., Czech Republic|
"Shifts are set in our centre between 8.30am to 8pm. The day shifts are fixed and the night shifts which range from 10.30am to 8pm rotate every six months. For example an agent will work 10.30am to 7pm during the winter months (6) and then changes to 11.30am to 8pm for the summer months (6). The breaks are broken up as 2 x 30 minutes for each FTE which works for us."
|- Siala Uepa-Holmes, Customer Service Manager, Debitsuccess, New Zealand|
"Usually, the Workforce planner is responsible for this. There are various systems available in the industry that can aid this. If done manually, things such as volume forecast, service level targets etc. must be taken into consideration."
|- Thabisa Magxwalisa, Team Leader, Volkswagen Group South Africa, South Africa|
"the supervisor should be open to the preferences of the staff and ask what would be their most convenient time. There should be a balance of suggestions between the agents and the supervisor for the smooth running of the company."
|- Doreen Facunla, Survey Contact Center, Philippines|
"Staff partner with companies when they take a role, slowly over time the partnership moves as the power in the relationship moves, take away their autonomy and your staff become slaves to the pay check. If you work cooperatively with staff members they will work cooperatively with you. I would suggest you keep a small group of staff members that are on call whom are paid a higher rate for their time but are employed less often. (Actually this question is offensive, are there people that set shift without the employee involvement? if so stop it now)"
|- Ronald Hughes, Innovation Director, Skills Assessment Academy, Ireland|
"Set by you and bid on by the agents. Once that process is filled and the "issues" surface make an effort to accommodate those with serious "quality of life" issues but otherwise stay the course."
|- Darrell Watts, Owner, Miles Technology Group Inc, United States|
"We use the shift bid process on a quarterly basis which has proved to be successful."
|- Vera Austin, Director, Mass Mutual, United States|
"Good old dialogue."
|- Juhani Kaariainen, sp, sc, Sweden|
ContactCenterWorld.com is the Global Association for Contact Center and Customer Engagement Best Practices and is the largest networking group for contact center industry professionals with over 145,000 professional members. Founded in 1999, ContactCenterWorld.com helps members improve service, performance, reduce costs, enhance sales and employee engagement.
About the Top Ranking Performer Awards
The annual Top Ranking Performer Awards was established in 2006 and is regarded by some as the Olympics of the contact center world as companies from all around the world compete for these prestigious awards and recognition. The 2016 awards are open already – details at www.ContactCenterWorld.com/worldawards
About the Top Ranking Performers Conferences
The annual Top Ranking Performer Conference was co-established in 2006 to run alongside the Top Ranking Performer Awards and is the most recommended industry conference in the contact center World. Delegates from all over the world attend and hear best practices shared by those who run centers. 4 events are run annually – one in Asia Pacific, one in Europe and 2 in North America – details at www.ContactCenterWorld.com/conferences
Today's Tip of the Day - Record Unsolicited Customer Feedback
Published: Thursday, September 24, 2015