Call centre shift swapping technology enables agents to swap shifts amongst their peers and build higher engagement, lower sick leave and increased retention levels.
The premise of call centre shift swap technology is to empower agents to swap shifts with their fellow colleagues that previously may have resulted in unscheduled sick leave.
This, in turn, helps the contact centre as it is more likely they will have the right number of agents forecasted to meet service levels.
With agents empowered to make their own decisions, engagement levels are typically higher and fewer agents take unscheduled sick leave.
This can result in lower employee turnover and all the associated benefits that come with it.
While there are some clear benefits, implementing shift swapping is not without some risks or complications, including:
The suppliers below have experience in providing call centre shift swapping technology/software: