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Q:

Performance-based scheduling

Asked on 19 June

Our call center is considering moving toward performance-based shift bids and have a couple of benchmarking questions for companies that have already moved in this direction.

1) We've heard from other companies that external turnover tends to spike before leveling off. How many points did it go up and over what time frame? Once it leveled off, how did turnover compare to where you were before?

2) Naturally, when you tie schedule to performance, you'd expect performance to go up. Can you give us an idea what kind of an increase you saw across various metrics?

Thank you.
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