18% of Contact Centres Now Use Banked or Annualised Hours

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