Devoted to the call center industry, the agents on the phones, and their managers

Ken Wisnefski, president of VendorSeek, suggests that call center reps appreciate the freedom to control their routine:

Most call centers are open twenty-four hours a day. That means there will be a number of different shifts available for employees to work. Give the workers reasonable opportunities to choose their schedules. If it means that one employee will be needed to strictly handle scheduling, so be it. Flexibility of schedule gives workers the ability to better balance their lives. Flexibility will promote worker retention and appreciation.

For further reading: you'll find helpful call center scheduling insights in our workforce management archives. Remember that agents don't want constant flexibility at their own expense. Some reps enjoy the night shift, but even they need to be able to count on a regular schedule, especially when it affects their sleep. Switching back and forth from day shift to night shift can shorten your lifespan.