Question: How can I design a flexible rota for agents?
I working for a Call centre and we have a problem in designing a flexible rota for the agents.
Due to a complicated rota system, absenteeism is very high. We work on a 24 /7 basis and receive more than 25,000 calls per day with about 180 staff. How can we design a flexible rota system?
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i would suggest the easyest solution would be to instal some form of work force management system to cope with the amount of staff etc.
Some, more complex systems will also give you information as to when you need people on the phones more and when you can actually release peiople to do other work.
Across the Royal Mail network we use a complex system, but effective. In the smaller offices, we use something similar, but that is more manipulative as it’s site specific.
Hope that helps.
Comment by Robert Spencer — 30 Oct 2008 @ 12:01 pm