Shift rotation can be very hard for call center agents, as it forces them to alter their schedules periodically. If agents have personal responsibilities, such as needing to be home by 4 p.m. for their children, it's very hard for them to alter their schedules. While some people can accept and adapt to shift rotations, we have found that many agents find it challenging and in some organizations, it has prompted agents to resign.
The migration to a 24-hour call center will increase the complexity of scheduling, shift creation and assignments, particularly if shift rotation is being considered. If you are not currently using a workforce management application, I would suggest that you research these products and the benefits and efficiencies that they can provide. Please refer to the DMG Consulting web site to read an article called Contact Center Workforce Management Keeps Getting Better.
This was first published in January 2008