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I want to know about the advantages and disadvantages of shift and roster swapping of agents in call center. In addition try to give me a guideline for implementing swapping in a call center.

I want to know about the advantages and disadvantages of shift and roster swapping of agents in call center. In addition try to give me a guideline for implementing swapping in a call center.

10/6/2008
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Question
I want to know about the advantages and disadvantages of shift and roster swapping of agents in call center. In addition try to give me a guideline for implementing swapping in a call center.

Answer

While it’s a given that contact centers of all sizes need to schedule agents based on hours of operation and forecasted volumes, it’s also important to give agents as much control and choice as possible. Requiring agents to work mandatory or inflexible schedules that impair their work-life balance is a major cause of agent dissatisfaction and attrition. It can also contribute to tardiness and absenteeism. The benefits of shift swapping include improved productivity, agent satisfaction, motivation, attendance and agent retention. The only possible disadvantage of shift swapping is the time and resources it requires to implement and maintain this program, unless you have a workforce management solution that automates this process.

If you are not currently using an automated system for shift swapping, you may want to look into acquiring a workforce management (WFM) application to see how it can benefit your organization. WFM solutions provide many productivity benefits by optimizing agent schedules. They also eliminate unfair handling and favoritism in scheduling, reduce administrative time (and headaches) involved in manual scheduling, empower agents to manage their own schedules, and motivate agents by establishing a ranking system that gives schedule preference to the best performers. Many WFM solutions allow agents to input their scheduling needs directly into a Web-based self-service interface. This can include their schedule preferences, hours and days they want to work, preferred vacation time, time-off accruals, overtime/under-time, etc. Most WFM applications allow agents to do shift bidding, where they actually “bid” for their preferred hours and can trade shifts. Some of the WFM vendors are Aspect, Calabrio, Genesys, GMT, InVision, Monet, NICE, Pipkins, UCN and Verint.

For more information about WFM solutions, please read Contact Center Workforce Management Keeps Getting Better and Productivity and Workforce Management.

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