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


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

Published On: 4th Dec 2013 - Last modified: 22nd Mar 2017
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