We are currently looking at converting from set shifts with paid breaks (half and hour a day for full timers)to possibly implementing flexi time which would mean no paid breaks. I was hoping someone would have a contact centre flexi time model that works well that you would be willing to share. If not a flexi time model, does anyone have any experience of working with flexi time in a contact centre? What worked well? What didn't work so well?
Any information would be gratefully received.
Hi Donna,
Happy to see if I can help but need a little more information, in particular what are you are aiming to achieve overall as this may dictate the model, your hours of opening and call profile.
Regards
Neil
Hi Donna,
I am in a similar position looking to move from a very rigid full time workforce to a more flexible and adaptive set up, especially as the team is only very small and sickness/absence is currently unmanageable due to a lack of any trained support to step in to the fold.
I would be very interested to hear if you have been able to find a solution for a more flexible approach that suited you as I also work in the public sector, albeit for a LSVT charitable Housing Association rather than a council.
Regards,
Matt
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