Unscheduled Agents: A Flexible Model for Managing Call Peaks During Crises, Wars, and Peak Tourist Seasons

Call centers worldwide face growing challenges in managing sudden spikes in call volumes, whether during busy tourist seasons or during times of crisis, conflict, and instability that trigger a surge in customer inquiries.

In response to these sharp fluctuations, some companies are adopting more agile operational models.

These frameworks allow them to handle sudden surges without the need to permanently hire a large number of full-time staff.

The “Floater” Model: Case Study of Sun Country Airlines

In this context, the American carrier Sun Country Airlines has implemented a new operational model within its customer service center based on “unscheduled agents,” or what the company internally calls “Floaters.”

This model relies on a pool of part-time employees who are not bound by fixed weekly schedules. Instead, they choose their working hours based on actual operational needs.

The initiative was launched to counter the high volatility in call volumes, particularly during peak travel seasons or during flight disruptions caused by weather or geopolitical events.

How the System Works

The system allows agents to select their hours from available shifts within the Workforce Management (WFM) system.

They can also pick up shifts that their colleagues wish to trade or drop. Key features include:

• No fixed weekly commitment: Agents work based on available opportunities and real-time demand.
• Scalable hours: Floaters typically work 7 to 8 hours per week during quiet periods but can scale up to 20 hours per week during crises or peak seasons.
• Cost Efficiency: This allows the company to double its operational capacity without the high costs of recruitment cycles or the risk of staffing shortages during surges.

The Role of Remote Work

Remote work has been a cornerstone of this model’s success. Jeremy Hyde, Director of Customer Services at Sun Country, noted that a fully remote environment provides greater flexibility in organizing hours and experimenting with unconventional hiring patterns.

He emphasized that the goal is to enable the contact center to “flex” its workforce rapidly in response to emergencies or travel rushes.

Operational Benefits

The benefits of the “Floater” model extend beyond flexibility:

• Support for Permanent Staff: It is now easier for full-time employees to swap or drop shifts, as floaters are available to cover them. This has reduced unscheduled absenteeism.
• Improved Reliability: Managers have noted better daily schedule adherence, ensuring the required number of staff is present for every shift, which maintains service continuity.
• Reduced Pressure: It alleviates the burden on workforce planning teams during volatile periods.

Overcoming Challenges

The initiative faced initial hurdles, primarily regarding training and professional development, as floaters lack a consistent presence. Management resolved this by scheduling a fixed monthly session for follow-ups and development.

Additionally, some managers initially feared a loss of control over workforce planning. However, time proved that the model offers a balanced mix of flexibility and operational discipline rather than a loss of oversight.

Future Outlook

After six months of implementation, the results have been overwhelmingly positive. Currently, unscheduled agents make up less than 10% of the total call center workforce, but Sun Country plans to increase this percentage gradually.

By expanding this pool of trained, “on-call” employees, the company aims to solidify its ability to maintain high-quality service even under the most difficult operational conditions.

This model reflects a broader trend in the BPO and contact center industry toward adopting flexible staffing to navigate an increasingly unpredictable global landscape.