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Revolutionizing Call Center Scheduling: Exploring the Benefits and Challenges of the Uber Model

The traditional approach to scheduling call center agents has been to use fixed schedules based on historical data, which may not always be accurate. However, with the emergence of the gig economy and the rise of flexible work arrangements, new scheduling approaches are being explored in the call center industry, inspired by the Uber model.

The Uber model, also known as on-demand scheduling, is a system that allows workers to sign up for shifts on an as-needed basis. This model has been used successfully in other industries such as ride-sharing and delivery services, and is now being explored as a potential solution for call center scheduling.

Under this model, call center agents are not assigned fixed schedules, but instead have the flexibility to choose their own shifts based on availability and preference. This approach offers several advantages:

  1. Increased Flexibility

The on-demand scheduling model offers call center agents greater flexibility in managing their work-life balance. Agents can choose shifts that work best for them, based on personal commitments or availability.

  1. Improved Agent Engagement

With the ability to choose their own shifts, agents feel more empowered and engaged. This leads to higher job satisfaction and better overall performance.

  1. Improved Service Levels

On-demand scheduling allows for more efficient use of agent resources, enabling call centers to respond to fluctuations in call volume quickly. This can lead to reduced wait times for customers and improved service levels.

  1. Reduced Labor Costs

By allowing agents to choose their own shifts, call centers can reduce the need for overstaffing and minimize labor costs. This can result in significant savings, especially in industries with unpredictable demand patterns.

While the Uber model offers significant benefits, it also presents some challenges that call center managers need to consider. These challenges include:

  1. Increased Administrative Overhead

On-demand scheduling requires a more complex scheduling and reporting system, which can result in increased administrative overhead.

  1. Decreased Predictability

On-demand scheduling can make it more challenging to predict staffing needs accurately, which can result in over- or understaffing.

  1. Potential for Agent Burnout

The flexibility offered by on-demand scheduling can lead to agents working long hours or irregular shifts, which can result in fatigue and burnout.

In conclusion, on-demand scheduling offers a new way of scheduling call center agents that provides increased flexibility, improved agent engagement, and reduced labor costs. While it presents some challenges, call center managers can leverage the benefits of the Uber model to improve service levels and better manage their workforce.

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