Scheduling Lunches

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Scheduling Lunches
Hey Team,

I have a team of 28 agents. We do not have a WFM. I had found that our peak times are from 10:00 am - 12:00 pm and 1:00 Pm - 5:00 PM. We are open from 7:00 Am to 7:00 PM, with lunches starting at 10:00 Am. With this data, how would you schedule lunches?


Call Centre Helper

Target lunches at off-peak times
It really is all about targeting the lunches for quieter periods, so would suggest that you have as many people off between 12:00 and 13:00.

Do you work remotely? if so you may be able to get some part time staff who work split shifts. e.g. they work from 10:30 to 12:00 and 13:00 to 15:00 to cover peak periods. These types of shifts are very popular with people with kids at school.

In the old days of being in the office split shifts were hard to cover, (who wants to drive into the office twice in a day?), but with home working they are much easier.

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