Shiftmate

Call center shift planning examples: 4 applicable models

Compare fixed, staggered, density-based and triple shift planning models in call center teams with examples.

A call center shift isn't just about handing out names in the morning and evening. Call arrival curve, AHT, break, competence and shrinkage should be taken into consideration in the same plan.

Fixed shift model

If call volume is stable throughout the day, the team can be divided into fixed blocks such as 08:00-16:00 and 16:00-00:00. It is easy to manage; but may require additional coverage during midday and evening peaks.

Gradual start model

Different starts such as 09:00, 10:00 and 11:00 fit the intensity better. Stages should not be determined intuitively without calculating the number of active seats required for each hour.

24 hours and triple shifts

Night load, rest interval and weekly total for morning, evening and night shifts should also be monitored. Continuously assigning night shifts to the same employees disrupts the fairness of the plan.

Summary

First see the hourly need, then fit the shift blocks to this curve. Reverse ordering creates unnecessary excess staff and the risk of queuing.