Hi,

We are at a strength of around 350 employees, supporting customers globally 24 * 7 for 16 clients

16 Clients -
Tools & Technology are bit similar
We have few resources being shared between clients
Few of the clients are dedicated


1) As of now we are running 9 hrs shift (8 work + 1 Brk)
2) I am looking at a possiblity of going for 12 hrs shift (10 work + 2 Brk)

Below mentioned calculation is based on weekly hrs -

AS IS - 8 * 5 = 40 hrs work time
- 1 * 5 = 5 hrs break time

TO BE - 10 * 5 = 40 hrs work time
- 2 * 5 = 10 hrs break time

I wanted to know if someone could help me out in framing the same.
Also please let me know what are the PROS & CONS on running a 12 hr shift per day per person

I would be happy to give out any additional information if required

Thanks.

Err...

TO BE - 10 * 5 = 40 hrs work time
- 2 * 5 = 10 hrs break time

Last time I checked 10*5 = 50.

I'm not sure how your first example fits either.

Do you mean 9 hrs - an hours break as you state in 1)

or

8 hrs - an hours break as the first numerical example
would suggest?

As I work it.

Example one:

9hr shift = 8+1 = THEORETICAL 40hrs login over a 5
day working week.

Example two:

12hr shift = 10+2 = THEORETICAL 50hrs login over a 5
day working week.

So essentially you're trying to gain 10hrs THEORETICAL login.

Am I correct?

Yu'll need to apply a correction factor for unavailable or back office tasks.
(Training, breaks, meetings etc..)


Also for the sake of the extra hours I would tend to suggest extra
headcount rather than extending shifts for several reasons:-

1) What are your statutory employment laws regarding consecutive shifts?
I believe here (in the UK) you MUST have 12 hrs available for rest.

2) Additional hours over a period of time are going to lead to an increased
atrittion / churn / abscence / sickness rate, mainly just due to fatigue.

Of course, you pays your money you takes your choice.

Hope it helps

Regards

DaveA

Hi,

was very happy to see the reply -

The guys working for 12 hours would still be working 40 hrs at the end of one week
12 hours per day - 10 * 4 = 40 hrs work
2 * 4 = 08 hrs break

We have to restrict our guys working for 40 hrs,
Apologize for any typo in the previous one.


1) What are your statutory employment laws regarding consecutive shifts?
I believe here (in the UK) you MUST have 12 hrs available for rest. - LAW HERE EVEN IT SAYS OF 12 HRS REST SO IT WONT MATTER MUCH

2) Additional hours over a period of time are going to lead to an increased
atrittion / churn / abscence / sickness rate, mainly just due to fatigue. - HERE AN EMPLOYEE WOULD BE GETTING 3 DAYS WEEKLY OFFS INSTEAD OF 2 DAYS.

Hope I understood your question correctly.

Now -
Can anyone buy this? - having a 3 days weekly offs
Where can we use this model to be more effective?

Thanks a lot for your time

Have you put this proposal to your staff yet?

Is this to be the only shift or are you adding this shift to compliment the existing one?

1) What are your statutory employment laws regarding consecutive shifts?
I believe here (in the UK) you MUST have 12 hrs available for rest. - LAW HERE EVEN IT SAYS OF 12 HRS REST SO IT WONT MATTER MUCH

Legally it may not matter, but your agents might not be too happy after a few weeks

2) Additional hours over a period of time are going to lead to an increased
atrittion / churn / abscence / sickness rate, mainly just due to fatigue. - HERE AN EMPLOYEE WOULD BE GETTING 3 DAYS WEEKLY OFFS INSTEAD OF 2 DAYS.

From experience I think you will find that the extra day off means that they are not physically tired, but they will be mentally tired and you may see an increase in mistakes and abscence due to this.

Hi Scott,
Thanks for your reply,

I have not put any proposal on this, but still working on the same -

You are correct, Legally it wont matter much
But yeah I wanted to know if anyone has already implemented this model

I wanted to check out for the kind of work this model works out, so that we can propose this model for future deals (Better utilization / less no. of FTE / also meeting the service levels)
I am looking into the Cost Perspective also, whether introducing 12 hours shift might reduce no. of FTE's inturn reducing my cost

I agree on your point of being mentally tired, but on that they are also getting 1 hour of break time extra for logging just 4 hours in addition

I am not sure, if my way of thinking is correct,

Your suggestion is highly appriciated

Thanks,

I am aware of some similar shifts in the UK,
12 hours shifts with a 3 day on, 3 day off pattern, I don't have the full details used fro telephone betting.

some thoughts to consider with your proposed pattern.
a 24 hour breakdown
12 hours at work, 2 hours of break
8 hours of sleep(will be needed)
4 hours spare, assuming min 30 mins travel time to work, therefore 1 hour per
day

This only leaves 3 hours to have life with family/friends etc, this is why I suggested that a long term schedule of this nature will drive your attrition, you would nee dto have this on a rotation with more 'normal' shifts.

You would find that you require less staff, but equally 1 staff member has a greater impact on your shrinkage so you may be required to overstaff to allow for this, putting yourself back at the same level of staff

Hi,

we have had similar shifts in our contact center for around 3 years.

The shift looks as follows :-

Wk 1 :- Mon,Tue & Wed 12 hours
Wk 2 :- Mon, Thu & Fri 12 hours, Sat 8 hours

For a standard shift we give 2 X 15 min breaks and 1 X 60 min lunch. For the longer shifts in this pattern, we added in an extra 15 min break in the evening.

The shift was part of an overall package :- several different types of shift were designed, and agents were asked to rank them in order of preference. We then allocated shifts based both on agent choice and call requirements.

What we have found is that after an initial period of 5-6 months of poor performance and absence rates, the teams on this shift picked up and began to perform effectively again. Staff who currently work the shift are very happy with it, with the large number of consecutive days off being a big bonus.

Some research into the effects of shift length vs performance has shown that there can be a negative effect for some people, however in my own experience people who have chosen to work these shifts often perform as well as, if not better than, people on other shifts - partly due to the fact that they are happier with their work pattern.

In a nutshell, if people are given a choice to work these shifts, then you should easily find a fair minority of staff who will be very happy to do so (around 15% in our case) - however I would advise caution against forcing staff onto these shifts, as not everybody is willing OR able to work such long days.

Good luck!