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Pros and Cons of Performance-Based Scheduling

Published: August 9, 2012 | By: Vicki Herrell

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:


  • 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


  • 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.


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