Which Shifts Are Contact Centres Using? Related Articles Bidding for Shifts How Far in Advance Should You Publish Your Contact Centre Shifts? 2020 Survey Report: What Contact Centres Are Doing Right Now Customer Experience in Contact Centres: 2020 Survey Results 163 Filed under - Contact Centre Research, benchmarking, NICE, Polls, Shift Patterns, survey In our ‘What Contact Centres Are Doing Right Now’ 2022 survey report, sponsored by NICE, we asked 294 contact centre professionals ‘Which Shift Patterns Do You Use in Your Contact Centre?’ Which Shift Patterns Do You Use in Your Contact Centre? Shift Pattern Response % Full-Time Shifts 90.7% Part-Time Shifts 55.2% Rotational Shifts 32.8% Split-Shifts 20% Banked Hours 9.3% Micro-Shifts (less than one hour) 1% Other (please specify) 1.7% Part-Time Shifts Increasing in Popularity Since last year the number of contact centres using part-time shifts has increased by 17.5%. With 55.2% of contact centres now using these shifts, compared to just 47.0% last year, the rise inpopularity suggests that these working patterns are proving popular with both agents and employers. Balancing Flexibility Split-shifts have increased by 2.6%, with one in five contact centres offering this; however, the use ofrotational shifts has decreased by 8.9% to 32.8%. This suggests that contact centres are working to find a balance in the flexibility and security they offer to employees, whilst ensuring they have the correct number of staff in to meet business requirements. Further supporting this is the 38.8% rise in banked hours and the 44.4% reduction in micro-shifts, coupled with the 60.5% decrease in contact centre professionals who selected “other”. This survey was done in partnership with NICE Related Research To download the full copies of our ‘What Contact Centres Are Doing Right Now’ survey reports follow the links below: What Contact Centres Are Doing Right Now (2023 Edition) What Contact Centres Are Doing Right Now (2022 Edition) What Contact Centres Are Doing Right Now (2021 Edition) What Contact Centres Are Doing Right Now (2020 Edition) What Contact Centres Are Doing Right Now (2019 Edition) What Contact Centres Are Doing Right Now (2018 Edition) What Contact Centres Are Doing Right Now (2017 Edition) What Contact Centres Are Doing Right Now (2016 Edition) What Contact Centres Are Doing Right Now (2015 Edition) You can also download the full copies of our ‘Is Your Contact Centre Delivering Exceptional Customer Service?’ survey reports by following the links below: Is Your Contact Centre Delivering Exceptional Customer Service? (2020 Edition) Is Your Contact Centre Delivering Exceptional Customer Service? (2019 Edition) How Contact Centres Are Delivering Exceptional Customer Service (2016 Edition) For more great information check out our other Contact Centre Research Author: Robyn Coppell Published On: 15th Jun 2023 - Last modified: 10th Oct 2023 Read more about - Contact Centre Research, benchmarking, NICE, Polls, Shift Patterns, survey Recommended Articles Bidding for Shifts How Far in Advance Should You Publish Your Contact Centre Shifts? 2020 Survey Report: What Contact Centres Are Doing Right Now Customer Experience in Contact Centres: 2020 Survey Results Related Reports eBook: Cut Contact Center Costs Without Straining Employees Report: The State of the Market for Workforce Engagement Solutions eBook: Hit Business Goals, Engage Agents, and Delight Customers eBook: Break Outdated WFM Paradigms Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter