Methods

There are several methods that can be used to schedule staff in a contact centre:

1. Fixed schedule: This involves assigning staff to specific shift times and days on a weekly or monthly basis. This can be an efficient method for scheduling staff, but may not allow for flexibility to accommodate unexpected absences or changes in demand.
2. Rotating schedule: This involves assigning staff to different shift times and days on a regular basis, such as weekly or monthly. This can help to reduce boredom and improve work-life balance, but may require careful planning to ensure adequate coverage.
3. On-call schedule: This involves assigning staff to be available to work on an as-needed basis, typically outside of regular shift times. This can provide flexibility to accommodate changes in demand, but may be less predictable for staff and may require additional compensation.
4. Flexible schedule: This involves allowing staff to choose their own shift times and days, within certain constraints. This can help to improve work-life balance, but may require careful planning to ensure adequate coverage.

Which method is most appropriate will depend on the specific needs and resources of the contact centre, as well as the preferences of the staff. It may be necessary to use a combination of these methods to effectively schedule staff in a contact centre.

Expanding on these methods

1. Fixed schedule: A fixed schedule involves assigning staff to specific shift times and days on a weekly or monthly basis. For example, an agent may be scheduled to work Monday through Friday from 9:00 am to 5:00 pm. This can be an efficient method for scheduling staff, as it allows for predictable coverage and can be easier to plan for. However, it may not allow for flexibility to accommodate unexpected absences or changes in demand.
2. Rotating schedule: A rotating schedule involves assigning staff to different shift times and days on a regular basis, such as weekly or monthly. For example, an agent may be scheduled to work Monday and Tuesday one week, and Wednesday through Friday the following week. This can help to reduce boredom and improve work-life balance, as staff are not stuck working the same shift all the time. However, it may require careful planning to ensure adequate coverage, as staff may not be available to work at certain times.
3. On-call schedule: An on-call schedule involves assigning staff to be available to work on an as-needed basis, typically outside of regular shift times. For example, an agent may be on call from 6:00 pm to 8:00 am on weekdays and all day on weekends, and will be called in to work if there is a sudden increase in demand. This can provide flexibility to accommodate changes in demand, but may be less predictable for staff and may require additional compensation.