Managing shifts, particularly ﬁnding people to work evenings and weekends, was a major challenge for the motor and household insurance company.
The operating hours for its contact center were 8.00 am to 8:15 pm during the week with shorter hours over the weekends. But the insurer’s main contact center workforce did not like working evenings or weekends, and many of them were on legacy contracts that did not require them to.
As a result, the insurer struggled to meet customer demand in the evenings and over the weekends, leading to high call waiting times and lost calls.
They tried to solve the problem using temp agencies but were unhappy with the quality of the people and the service the agencies provided. More importantly, the agencies were not willing to be accountable for the performance of the people they placed.
The insurer partnered with Firstsource to solve its persistent staﬃng problems.
Firstsource provides them with a fully ﬂexible workforce that is speciﬁcally hired to work ﬂexible and unpredictable shifts and guarantees operational performance with SLAs and service credits.
Here’s how it works. The client identiﬁes the shifts where it needs more people – these tend to be the more unsociable hours, i.e. evenings and weekends – and provides two weeks’ notice to Firstsource to plug the gaps.
Firstsource then works on the hiring strategy, targeting people willing to work unpredictable shifts with regular evening and weekend work as per the client mandate – ensuring full transparency to everyone involved.
Employees receive two weeks’ notice of the days and times they are required to work so they are available for their schedule and typically work 35 hours a week (6 to 8 hour long shifts).