How to Handle Overtime
Overtime is a topic on many call center managers' minds, and call centers use a variety of strategies to balance the need for scheduling flexibility with employees' quality of life. Here are some tips and practices from a survey of 40 call center managers around the country.
- Communicate Expectations
- Let your telecommunicators know if the period of overtime is temporary. Is it just for a month or two?
- Ask for Volunteers First
- Post your overtime schedule well in advance (at least the month before) if possible. Managers noted that many people want to do overtime and often the overtime slots are filled quickly.
- Be Flexible
- If you post the overtime schedule early, you can give your telecommunicators a chance to switch shifts. If you are scheduling mandatory overtime for training purposes, try to provide multiple dates and times so that telecommunicators can find a time that works for their schedule. If possible, spread out the training schedule to minimize the need for overtime.
- Mandate Time Off
- Set a certain number of hours that a telecommunicator must be off work between shifts or during a workweek. Centers reported policies limiting work days to 12, 14, or 15 hours and work weeks to 48, 52, or 56 hours.
- Give Telecommunicators a Say
- Let employees express their opinion on how last-minute overtime needs should be filled. Allow a vote on shift rotation or overtime structure.
- Prioritize Adequate Staffing
- To the extent that you can, create schedules with avoiding emergency overtime in mind. Have enough employees already scheduled that last-minute needs will not come up except in unusual situations.
- Show Your Appreciation
- Many managers recommended offering snacks, meals and more frequent breaks during periods of intense overtime work.
