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.<\/p>\n\n\n\n
In response to these sharp fluctuations, some companies are adopting more agile operational models.<\/p>\n\n\n\n
These frameworks allow them to handle sudden surges without the need to permanently hire a large number of full-time staff.<\/p>\n\n\n\n
In this context, the American carrier Sun Country Airlines<\/strong> has implemented a new operational model within its customer service center based on “unscheduled agents,” or what the company internally calls “Floaters.”<\/strong><\/p>\n\n\n\n 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.<\/p>\n\n\n\n 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.<\/p>\n\n\n\n The system allows agents to select their hours from available shifts within the Workforce Management (WFM)<\/strong> system.<\/p>\n\n\n\n They can also pick up shifts that their colleagues wish to trade or drop. Key features include:<\/p>\n\n\n\n Remote work has been a cornerstone of this model’s success. Jeremy Hyde<\/strong>, 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.<\/p>\n\n\n\n He emphasized that the goal is to enable the contact center to “flex” its workforce rapidly in response to emergencies or travel rushes.<\/p>\n\n\n\n The benefits of the “Floater” model extend beyond flexibility:<\/p>\n\n\n\n The initiative faced initial hurdles, primarily regarding training and professional development<\/strong>, as floaters lack a consistent presence. Management resolved this by scheduling a fixed monthly session for follow-ups and development.<\/p>\n\n\n\n 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.<\/p>\n\n\n\n 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.<\/p>\n\n\n\n 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.<\/p>\n\n\n\n This model reflects a broader trend in the BPO and contact center industry toward adopting flexible staffing to navigate an increasingly unpredictable global landscape.<\/p>\n\n\n\n <\/p>\n","protected":false},"excerpt":{"rendered":" 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.<\/p>\n","protected":false},"author":2,"featured_media":2467,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[25],"tags":[194,204,196],"class_list":["post-4135","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-news-reports","tag-call-center","tag-contact-centers","tag-outsourcing"],"yoast_head":"\nHow the System Works<\/h3>\n\n\n\n
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The Role of Remote Work<\/h3>\n\n\n\n
Operational Benefits<\/h3>\n\n\n\n
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Overcoming Challenges<\/h3>\n\n\n\n
Future Outlook<\/h3>\n\n\n\n