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Q:

Alternative Work Schedules for 24/7 Call Center Operations

Asked on 23 November

We are planning on offering Flexiplace and Alternative Work Schedules (AWS) to eligible employees in the near future and plan on considering the following three options:

1. Compressed Work Week: A standard work week is reduced to fewer than five days; associates make up the full number of hours per week by working longer hours each day in attendance. The three Compressed Work Week options are:
  • A week of five 9-hour days followed by a week of three 9-hour days, one 8-hour day, and one day off.
  • A week of four 9-hour days and one 8-hour day followed by a week of four 9-hour days and one day off.
  • A week of four 10-hour days with one day off per week.
2. Flex-time: Associates may choose what time to begin the work day, as long as the work day includes "core" hours between 9:00 am and 2:00 pm and the work day is a full 8 hours. Associates may not begin a work day earlier than 6:00 a.m. The start time must be consistent; a new time can't be decided upon day-to-day. Once a start time is set, changes are dependent upon supervisory approval.

3. Flexiplace: Associates may choose to work from an outside location. The number of days per pay period an associate may work from an outside location will be a management decision.

As we are a 24/7 call center operation, we know there are going to be challenges. For any 24/7 Call Center operations who have implemented AWS or considered it but did not implement, we have the following questions:

1. What specific challenges did you face in the planning and implementation of AWS?

2. What benefits have you seen as a result of implementing AWS?

3. What drawbacks or negative feedback have you encountered as a result of implementing AWS?

4. Has it been cost effective?

5. If you considered implementing but decided not to, what were the reasons that led you to deciding not to implement AWS?
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