5 Innovative Shift Work Systems for Call Center Workers

A report prepared by CX TODAY revealed the 5 most innovative chef systems that suit call center and customer service employees within companies.

1- Shift system on two or more shifts:

This model is based on dividing the work shift into two or more parts with a time interval between them that may exceed a full hour, in order to give employees more time to enjoy their hobbies or complete other tasks such as picking up their children from school or relaxing.

Call centers often rely on this approach to ensure that most employees deal with customers during peak times, but most operations typically experience a lull in call volumes in the middle of the day so implementing split shifts with a three-hour break from 11am to 2pm is standard practice.

2- Two-hour shift system:

This model is especially useful for call centers that hire college students, especially since they likely have a few free hours between lectures and seminars to log in, perhaps up to two hours.

For example, some part-time workers might enjoy working an extra hour or two a week as long as they can fit it into their schedule to offset the higher cost of living.

3- Flexible shift system:

The work week in the flexible shift system consists of ten working hours on Monday, nine working hours on Tuesday, eight hours on Wednesday, seven hours on Thursday, and five hours on Friday.

This pattern is ideal for operations with low call volumes, especially since it allows customer service staff to have more time to relax each week.

4- Casual shift system:

This type of chef is suitable for many companies that suffer from a constant shortage of customer service employees, especially since it depends on appointing people on fixed-term contracts who perform their work when the concerned people are not available.

5 – Shift system of approved hours:

The credit hour system provides call center teams with the opportunity to add hours to the end of their shifts if the call center is busy and these hours can then be reclaimed at a later time.

This pattern improves peak time management in call centers, reduces overtime costs, and lowers the cost of temporary resources.