Pros and Cons of Performance-Based Scheduling

In a previous post, we discussed several key decision points to consider when evaluating a migration to performance-based scheduling. As with most operational changes, you will experience both positive and negative impacts if performance-based scheduling is implemented.

The following is a brief list of potential pros and cons:

Pros:

  • Increases overall productivity
  • Motivates associated to perform based on Key Performance Indicators (KPIs)
  • Rewards associates who perform to those KPIs
  • New employees who perform can get a better schedule more quickly than if scheduling by seniority
  • Friendly competition
  • Ultimately reduces turnover

Cons:

  • Tenured associates morale may suffer
  • Variation in KPIs based on skills/special groups
  • Not-so-friendly competition
  • Complexity of the calculation
  • Initial turnover

However, our SWPP survey results found the following results among those who have implemented performance-based scheduling:

  • 71% said turnover was lower
  • 95% said performance was higher
  • 98% said customer satisfaction was higher
  • 91% said labor costs were lower

We know that pay, benefits, and schedules are all important to associates, but not necessarily in that order. The ability to obtain a desired schedule can be a very effective motivator in our call centers.

 

About the author

Vicki Herrell serves as Executive Director of the Society of Workforce Planning Professionals (SWPP) and oversees the strategic direction and the day-to-day operations of the association. With over fifteen years of experience in the call center and workforce management industry, she served for many years in the area of client relations and events management for the former TCS Management Group. Vicki is a popular industry speaker, serving as an industry expert on best practices in workforce management. She is the editor of SWPP’s On Target newsletter and the Workforce Management Expert Solutions book.

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