It’s also necessary to ensure there is an overlap between shifts so you have enough coverage for people who might be on leave. Having weekly shifts can be problematic since it’ll affect sleeping patterns and not allow them to understand the customers and types of issues for that time-zone. But ideally, each agent should at least work for 3 months in one particular shift or time zone to ensure they get used to it. Manning teams around the clock will also require significant investment in infrastructure and larger teams.īased on the size of your team and the number of time zones that you have to support, you’ll need to vary how often your agents rotate between shifts.If the rotations are frequent, it gets difficult for agents to acclimatize to the timings.Challenging to implement if you don’t have enough members to cover each shift.It is flexible enough that there are always enough people to provide 24/7 support.Agents can plan their personal events in advance.The shifts and hours of work are distributed uniformly.Agents are assigned a particular shift for each day, and every member of the team can rotate between these shifts every week, month, or any other time interval based on what the support requirements are for an organization.įor example, an employee who works the night shift for a month can switch to the day shift for the next month. Rotating shifts are most common in customer service because it gives employees some flexibility and makes it possible to provide 24/7 support. 8 types of shift schedules with pros and cons #1 Rotating shift schedule It also means agents get used to the workload and the pattern of customer issues in their shift, which improves productivity. It helps boost morale because you are pre-determining what shift they’ll be working in and thereby eliminating the uncertainty that can often lead to improved performance and better focus. Knowing how many hours you’ll need to work in a week as well as what shift you’ll be in goes a long way in preparing employees mentally for the tasks ahead. But with numbers backing up your hiring decisions, your estimations get better, and your overall labor costs go down. Otherwise, you end up recruiting higher or lower than the required number of people. #3 Manage your overheads betterīy establishing how many people work in each shift, scaling becomes easier and more transparent. There is less carryover of tickets from one shift to another, which reduces the time taken to respond to customers. ![]() With shift schedules in place, you automatically improve your resolution times because of having enough people to manage the workload for the entire day. Without using a shift plan, you’ll be flying blind, and that might not yield the best results in terms of handling ticket volume or delivering excellent customer experience. Knowing what part of the day your support team receives the highest number of tickets lets you plan your shifts accordingly and handle the workload better. ![]() The impact can be seen in the metrics that matter for customer service: #1 Handle your busiest times effectively The benefits of a shift schedule extend beyond that of having a more organized way of working. ![]() What are the benefits of a shift schedule? So your employee scheduling should prevent overworking but also adequately cover all days and time zones. For example, in the case of customer service, if you are providing 24×7 support, then you’ll need people working in day shifts, night shifts as well as a few agents on the weekends. What is a shift schedule?Ī shift schedule is an organized time table, created to evenly distribute workloads across team members, while also making sure there are enough people available for all working hours. All of this ties into the quality of customer service you end up delivering, which is why it is essential for organizations to have balanced shift work schedules. Not only will a customer service representative ’s shift schedule impact their overall mental and physical health, they also disrupt sleeping patterns – which can affect an employee’s energy and durability. A well-thought-out shift schedule can be your competitive advantage, especially in industries that need to operate 24/7, like healthcare and law enforcement, and in companies that need to offer round-the-clock support.
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