Overview
Call centers operating 18 or 24 hours of operation are forced to offer some of the least desirable shifts for employees to work. Often these are shifts extending beyond 7:00 pm EST. While it may not always be the same employees working these shifts, managers will need to have shift dissatisfaction conversations and help with solutions as long as they are staffed. This article aims to guide managers who may need help through these sometimes challenging conversations. This will be done through a series of questions posed to the employee. These will help inform processes that may need to be in place, assign party accountability, and provide education and empowerment to the employee.
Why are you unable to work the assigned shift?
If it is simply a matter of preference, possibly exaggerated, by the existence of options and peer-to-peer comparisons, but the employee can make the needed adjustment to fulfill the shift, the manager can resolve the issue by explaining the shift assignment process. However, in a situation where the employee cannot work the assigned shift for reasons that warrant exceptional treatment, the manager can invite support from relevant resources to assist with a resolution. Cases meeting the criteria for exceptional treatments should be rare occurrences as the process of providing a solution are often disruptive for the company.
Are the shift offerings different from what was discussed at hiring?
It may be necessary to review shift dissatisfaction with employee expectations and what should have been discussed during the hiring phase. Claims that the assigned shift was not adequately explained at hiring or if the assigned shift is related to a recent business-related change is an indication that better communication is needed with either new staff joining or with the existing team. Shift options changes post-hiring can result in high attrition if they are drastically different. These need to be adequately communicated, and buy-in from staff secured ahead of implementation.
However, it is often the case the shift offerings are not different from what was covered at hiring. This is as employees tend to wager incorrectly that they can find a way to avoid working specific shifts altogether. In these cases, the manager can support by continuing probing.
Do you know how shift assignments are done?
Explaining how the assignment of shifts is done can allow employees to understand realistically if they can avoid working less desired shifts altogether. For example, if shifts are rotated sequentially, meaning all employees will be assigned all shifts at some point, the employee can plan how they fulfill the obligation when their turn is approaching. If shift assignments are done based on tenure, employees can anticipate when they will no longer have to work less desired shifts. Lastly, the employee can assess what personal adjustments are required to avoid specific shifts if shifts are assigned based on performance. In some rare situations, shifts are assigned randomly or are not rotated. However, these are among the least effective way to handle assignments as it removes the predictability that employees often value.
Is the shift assignment process working correctly?
If employee feedback is that shift assignments are not being done fairly or correctly, it may be legitimate and require correction of gaps. However, if shift assignments are being done correctly, it may be a perception issue that needs to be addressed with more communication. In either case, employee confidence in the shift assignment process is a prerequisite for managing dissatisfactions. It is one of the main ways managers can shift accountability back to employees and assure them that they have not been wronged.
Do you know why you got your assignment?
Based on the sequence of questions, explanations, and assurances that the process is working as intended, the employee should be able to understand why they ended up with the shift that they received. As the logic follows, the shift assignments should be an easy-to-follow process. A test of this is the employee being able to articulate the shift assignment process and ultimately accept that assignments are either within their control or according to a robust and fair system.
Do you need help improving your shift assignment opportunities?
From an understanding of how the assignments are done and how the process works, the employee should be able to understand better if they need help improving their ability to get their desired shifts. This ensures the manager is accountable for ensuring their teams are equipped and informed on how to be competitive in the process. The employee is responsible for applying the information and support they have received to secure the best assignments they qualify for.
Do you know what interim options are available to you?
The conversations and getting of employee buy-in and commitments around what is needed for the future situations may not fully address present needs and the associated dissatisfaction. Also, most cases will not qualify for the exceptional treatment, and the solution is never as easy as putting the employee on another shift. This is as intentionally understaffing a shift, if not a client contractual breach, is a disservice to employees left on the shift who will have to work harder to cover the gaps. Therefore, the manager will need to explain to the employee that a shift trade with another colleague is the only remaining option.
The employee will need to negotiate a trade with a colleague on a shift they consider more desirable. Outside of a double coincidence of wants, the employee looking to improve their standing is doing so at a colleague’s expense. So solid convincing is required. Also, it may not be possible to make one trade for the desired result. A series of incrementally better exchanges may be necessary, as much as the company allows. As such, getting the outcome may come with the expectation that they will need to return the favor later, so they do well to maintain solid relationships and record-keeping.
To sustain the shift assignment and shift fulfillment process, it is critical that the ability for employees to trade shifts as frequently as possible is incorporated. This allows human intervention to augment the existing systems and encourage teamwork and relationship building.
Final Words
Fortunately, in most cases, shift assignments are not permanent. Employees being placed on what they consider less desired shifts can be corrected over time. Managers should remind employees that drastic actions such as increasing absences or resigning may sabotage getting desired shifts in the future or interrupt an otherwise good job situation. As previously mentioned, getting the desired shifts is usually a new hire challenge since they typically lack the performance and tenure. This means they may only have to suffer through undesired shifts for a few months until they can improve performance or less competitive new hires are added.
Fortunately, only about 30% of shifts are usually considered less than desirable, which means, on average, most of the population will either be happy or indifferent with their shifts. Therefore, these tools should only be needed for the minority, especially those unfamiliar with the shift assignment processes. As such, these conversations should reduce with increased staff tenure, better communication, and the continued closure of administrative gaps.
