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We currently have rotating 12-hour shifts and are looking at options to move to 8-hour shifts. I would like more details on what benefits there are to an 8-hour shift, if any.

We currently have rotating 12-hour shifts and are looking at options to move to 8-hour shifts. I would like more details on what benefits there are to an 8-hour shift, if any.

4/7/2008

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Question
We currently have rotating 12-hour shifts and are looking at options to move to 8-hour shifts. I would like more details on what benefits there are to an 8-hour shift, if any.

Answer

Your inquiry refers to 12-hour rotating shifts. I am assuming this means that agents may or may not have the same 12-hour shift on a consistent basis. There are a number of advantages to migrating from 12- to 8-hour shifts. Migrating to fixed shifts is advantageous as it gives agents more control over their schedules so that they can achieve a more satisfying work/life balance.

Working at any job for 12 hours is difficult, but for call center agents it can be intolerable. Agents who work shorter shifts are typically less stressed, more motivated, more patient and experience less burnout. (They also handle more calls on an hourly basis. Productivity often goes down the longer an agent is on the phones.) This translates into a better customer experience and drives improvements in customer satisfaction and retention. It also achieves higher agent satisfaction – a key contributor to lowering agent attrition.

When making scheduling or shift changes, keep in mind that “one size fits all” is not the best approach. While it’s important to optimize schedules to meet the needs of the center, it’s also important to give agents as much control and choice over their schedules as possible. Incorporating agent scheduling preferences into the process is also an excellent, low-cost way to motivate agents and reward outstanding performers.

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