Call Center Work Schedule

Call Center Work Schedule

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Call Center Work Schedule

Schedule adherence is a very big deal in a call center environment.  In other jobs, employees may be allowed to be late a few minutes, or take their time during breaks; however, every second that an agent is not on the phone amounts to precious queue time that must be managed.

In order to function properly, the call center rules tend to be unforgiving when it comes to schedule adherence.  Even activities like going to the restroom must be monitored and managed, so that the phones don't suffer.  In the end, employees must make the decision to stay in the call center or seek employment in a less restrictive environment.  

It is very important for interviewers, and hiring managers to be clear with prospective employees regarding the expectations of the call center floor.  In some instances new employee have a rude awakening when they are forced to reconcile a rosy description of their work against the difficult realities of a call center job. Unfortunately, some HR departments consider their hiring duties as fulfilled by bringing "warm bodies" to the customer service department.   As with many things quality far outweighs quantity when it comes to hiring new employees.

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REFERENCE: CARTOON # 79