One in Five Contact Centres Do Not Hire Full-Time Staff

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According to our poll, four in every five contact centers hire full-time staff, which means that 20% only hire part-time workers or have other scheduling strategies.

Other popular strategies for scheduling, which are now used by over 50% of contact centres, also include staggered starts and flexible shifts.

Poll – “What Strategies do you Use for Scheduling?” – answers
80% – Full time
76% – Part time
71% – Staggered starts
59% – Flexible shifts
19% – Banked/annualised hours

Source: Call Centre Helper webinar poll – Creative Scheduling Strategies Sample size – 113 Date: September 2013

(Multiple answers were allowed during this poll, so the total does not add up to 100%.)

This poll was conducted again in 2015 and you can find the results by reading our piece: 18% of Contact Centres Now Use Banked or Annualised Hours

Author
Jo Robinson

Jo Robinson has worked at Call Center Helper since 2007. She started off as News Editor and is currently Operations Manager. Jo quality checks a large number of the articles on Call Centre Helper, along with caring for our customers, managing the eblast programme and sponsorship of our annual benchmarking survey.

Connect with Jo on LinkedIn

One in Five Contact Centres Do Not Hire Full-Time Staff

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