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Introducing Floating Hours as a counter measure to customer service peaks!

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Introducing Floating Hours as a counter measure to customer service peaks!

The multi-lingual contact centre is a strange beast, although one thing is known, there are particular times at which query volumes go up by a significant amount.

The usual course of action is to hire seasonal staff – but that solution is not optimal, even if you take additional precautions.

But you could introduce “floating hours” to your agents work schedule, reducing their work week by 2 hours, and later on using those “stored” hours instead of overtime during customer service peaks.