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One in Five Contact Centres Do Not Hire Full-Time Staff

Published On: 4th Dec 2013 10:08 - Modified: 18th Feb 2020

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

Author
Jo Robinson

Jo Robinson is the Operations Manager at Call Centre Helper and has worked here since 2007. Jo quality checks a large number of the articles, and is also responsible for caring for our customers, managing the eblast programme and sponsorship of our annual benchmarking survey.

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