Long Working Hours

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  • #47570

    Quality Novice

    I am working in an inbound call center and currently has a very long work shift hours. I would like to propose to the management to have it cut down to only 7.5 hrs from 9.5 hrs. Would appreciate advise from the group.



    Management would be needing a solid business case to cut the shift timings as it will boil down to adding few more resources which comes at a cost.
    If you can provide a detailed analysis, and validate that probability of an error by agent increases beyond 7.5 hrs, or call quality decreases, or AHT increases, or wrong registration increases or any of the other factors, which can be linked with productivity, repeat calls, customer dissatisfaction increase thereby causing a financial impact, it would be considered viable.
    The cost benefit analysis should yield positive results of reducing number of shift hours to 7.5 and adding more agents, than continuing with the same number of shift hours and taking a toll in one of the factors highlighted above.
    hope this helps

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