Give Clear Guidance
IPI’s Head of Consulting shares his suggestions for organising shift swaps:
Setting clear processes for swapping shifts can help to eliminate frustrations down the road. You need to highlight every step that is involved and introduce this in training.
One step which is often forgotten, according to Craig Farley, Head of Consulting at IP Integration, is gaining confirmations.
“While it can be a little cumbersome, you need to ensure you’ve got confirmation from both people of exactly what they’re swapping and have this on record,” says Craig.
Putting reminders in continuous training materials for those who are already on the job is a good way to remind advisors of the proper process.
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This article originally appeared on Call Centre Helper where you can read other experts suggestions for organising shift swaps.
Craig is Head of Solution Consulting at IPI. With over two decades of experience in the dynamic world of contact centres, he’s seen the industry evolve, and evolved with it. Craig’s journey began with hands-on operational roles, focusing on technology, resource planning, and leadership.
Throughout his career, Craig had the privilege of collaborating with global brands, empowering them to harness cutting-edge technology and streamline their operations. Today, Craig leads Solution Consulting at IP Integration, where we leverage our extensive industry experience to help clients deliver exceptional customer experiences.
