Published: August 9, 2012
Categories:
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.