According to our poll, four in every five contact centers hire full-time staff, which means that 20% only hire part-time workers or have other scheduling strategies.
Other popular strategies for scheduling, which are now used by over 50% of contact centres, also include staggered starts and flexible shifts.
Poll – “What Strategies do you Use for Scheduling?” – answers
80% – Full time
76% – Part time
71% – Staggered starts
59% – Flexible shifts
19% – Banked/annualised hours
Source: Call Centre Helper webinar poll – Creative Scheduling Strategies Sample size – 113 Date: September 2013
(Multiple answers were allowed during this poll, so the total does not add up to 100%.)
This poll was conducted again in 2015 and you can find the results by reading our piece: 18% of Contact Centres Now Use Banked or Annualised Hours