Time Banking/Shift Slides

Call Centre Helper Forum » Call Centre Life

(2 posts)

Hi All,

Just a couple of quick questions we are looking to pilot a few things and was wondering if anyone had tried these and had any pointers:

Shift Slides - Allowing agents to call in and amend their shifts on the day (obviously there would be limits to how many times this can be done)

Time Banking - Allowing the banking of hours over a rolling 20/60 day period and then we could utilise them for our resource deficits. Do you think this would work with fixed shift agents?

If anyone has some thoughts on this would be great.

Cheers

Posted 1 year ago

DeanC

As your incombant provider of WFM for your branch banking devision, we normally wouldn't recommand allowing access for agents just to do this. Normally we would recommend that requests are logged and authorised by the resource planners to ensure no negative effects towards staffing are concerned (our web based access for agents does allow this functionality). This would rely on having deadline for requests and a resource planner working to process these requests as they come through - which could be difficult to ensure the agent gets the responce in time.

Posted 1 year ago

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