This article details the results of the most recent SWPP quarterly survey on critical workforce planning topics. In this survey, which focused on the scheduling horizon, almost 250 call center professionals representing a wide variety of industries participated and provided insight into the utilization of remote agents in the call center.

Participant Profile

In this survey, the largest percentage (33%) of the participants was from large call center operations with over 500 seats, followed by 17% with 100-200 agents. Fifteen percent had 100-200 agents, while 19% had less than 100 agents.

The largest percentage of participants was from the Financial, Insurance and Telecommunications industries.

Period Covered by Schedules

Thirty-five percent of the participants said that they create schedules one week at a time. The next highest percentage was 21%, who said that they create schedules for a period longer than a quarter. Sixteen percent create schedules covering one month.

First Day of Schedule Week

Over half (54%) said the first day of the schedule week in their center was Monday. Thirty-five percent start their week on Sunday. Saturday (9%) and Friday (2%) were also mentioned, but no other days were noted.

When asked why this day was chosen as the first day of the schedule week, there were many different answers, but here is a sampling of some of the responses:

• Alignment with payroll.
• Default in my WFM system.
• Makes it easy for the reps to understand.
• Scheduling Software option & it also fits our payroll system's rules.
• Contractual.
• Client driven and tied to payroll timelines.
• We've always done it that way. Well, for the last 15 years or so...
• We use Saturday as the first day of our schedule week in order to align with the company fiscal calendar.
• It allows us to roll the entire weekend into side by side days for reporting purposes and planning.
• No idea - has always been done this way. I would assume it is the way the WFM software we use works.
• Union contract guidelines.
• We are only open Monday-Friday.
• Financial reporting.
• We're generally closed on Sunday so starting the week of Monday makes the most sense.
• We schedule 28 days at a time (not a calendar month), so we start each week on a Monday to keep it uniform.
• Mon - Sat operation, and our call volumes are always higher on a Monday.

Fiscal Year vs. Calendar Year

Three-quarters of the participants said their center runs on a calendar year. Twenty-five percent run on a fiscal year calendar. No participants used an ISO calendar

How Far in Advance are Schedules Finalized

There were many different answers to the question of how far in advance schedules are finalized. The largest percentage (23%) said schedules are finalized two weeks in advance, while 18% said they are finalized one month in advance. One week and three weeks was the answer for 15%, while 14% finalize schedules less than one week in advance. Ten percent finalize schedules more than one quarter out.

Two Consecutive Days Off Guaranteed

An interesting statistic showed that only 57% guarantee two consecutive days off to their agents. Forty-three percent do not.

Areas Where Agent Preferences Can Be Expressed

When asked in what areas agent preferences can be expressed, the largest group said start time, followed by days off, shift length, and lunch length.

How Often Preferences Can Be Changed

Another interesting statistic showed that the largest percentage of respondents (38%) said that agent preferences can be changed at any time. Twenty-five percent said preferences can be changed quarterly, while 19% said it is longer than quarterly.

Please be sure to complete the SWPP Fall Survey in this newsletter or online on our website at www.swpp.org.

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