Flexible Shift Patterns in a large Call Centre - How does it work?

I would really like to talk any Call Centre Managers who operate a flexible shift pattern system within their operation. I am keen to understand how this works, how it was implemented and has it mae a difference? Please take the time to contact me to discuss - it would be much appreciated.

The whole topic of flexible shifts is an interesting one - for some it means true flexibility for a few it means none. I visit one centre where everyone on a 'flexible shift' work static hours - just they are non 9-5 type shifts.

There are many ways of looking at this topic. The Professional Planning Forum organises the annual Contact Centre Innovation Awards and over the years have presented several companies with scheduling awards - normally around flexibility. This year one of our finalists, TSC in Scotland submitted a project

"See how workload changes triggered a radical review of working patterns at TSCs centres in Kilmarnock, Rothesay and Dunoon. After surveying what people wanted to work, resource planners created a powerful model to enable people to opt for a personal lifestyle pattern or receive a financial incentive for being fully flexible and covering the full spectrum of shifts. This approach drove employee engagement up 10%, attrition down 32% and applicants per job tripled. What’s more, applying the model has helped TSC improve the service it provides for its client. Sales through service is up more than 66%"

Thames valley Police won our Public Sector Award for another scheduling initiative. Their initiative is summarised as

"See how introducing Primetime generated a significant budget saving in the police enquiry centres (PECs) and took service levels from 84.9% to 93.4% on non-emergency calls. Implemented after full consultation, the Primetime contracts apply to new police staff and volunteers; they offer schedule flexibility to better match customer demand and provide for longer working weeks in the summer. There has also been a big impact on people; individual preferences can be taken account of and hours lost to sickness by Primetime staff are half that of operators working fixed rotational shifts.

Results

* Non emergency service level up from 84.9% to 93.4%
* Overtime spend reduced by approximately 30%
* Primetime sickness is half that of operators working fixed rotational shifts"

- you can get both full case studies at http://planningforum.co.uk/Default.aspx?tabid=431

The key in both examples is that they talked to staff and designed schedules which would suit their lifestyle before applying it to the call patterns and then granting as many of these personal type shifts as possible. It is easier to offer groups of schedules for people to opt into (eg a guaranteed Tuesday night off - for those who like to watch Champions League football). When people get these concessions they are then more likely to work unpopular shifts at other times in the week.

I could go on and on - hope you find these ramblings useful. To finish - have a look here - http://planningforum.co.uk/Default.aspx?tabid=266 - it has information on Agent Liefstyle planning including a seminar report and presentations from a flexible scheduling seminar last October. Give us a shout if you would like more info.