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18% of Contact Centres Now Use Banked or Annualised Hours

Published On: 14th Oct 2015 10:04 - Modified: 23rd Sep 2019

Whilst less than one in every five contact centres now use banked or annualised hours, according to our poll, it is becoming more popular in the contact centre space. This is particularly the case for those that deal with big variations in demand throughout the year.

Nonetheless, full-time shift patterns are unsurprisingly the most popular for contact centres to operate.

Poll – Which shift patterns does your Contact Centre operate? – answers

Full Time – 86%
Part Time – 70%
Rotating Shifts – 59%
Flexible Shifts – 51%
Banked or Annualised – 18%

(Multiple answers were allowed during this poll, so the total does not add up to 100%.)

Source: Call Centre Helper Webinar Poll – Master-Class in Resource Planning Sample size – 134 Date: May 2015

Author
Megan Jones

Megan Jones, Editor, Call Centre Helper

Megan interviews inspiring people across the contact centre industry to capture these amazing voices and turn them into best practice articles – covering all elements of what it takes to deliver truly outstanding employee and customer experiences.

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