|Document ID (ISN)||77696|
|ISSN - Serial title
||1430-0400 - Computer Fachwissen für Betriebs- und Personalräte
|Convention or series no.
||Trott H., Menzler-Trott E.
||"Flexible work" schedules in call centres
||"Flexible Arbeitszeit" im Call-Center [in German]|
||Jan. 1999, Vol.8, No.1, p.12-20. Illus. 8 ref.
||This article reviews the work organization problems encountered in call centres where the work schedules are mostly flexible (shift work, part time work, seasonal work, "stand-by"). In order to ensure acceptable work schedules and workloads, managers need to estimate the call flow as precisely as possible, which is done with the help of simulation software. Main topics covered: productivity, quality, absenteeism, workload, attitude towards the customer, rapid turn-over of personnel.
||telephone exchanges; work time schedules; conditions of work
||work organization; shift work; work efficiency; economic aspects; temporary employment; mental workload; part-time employment
||D - Periodical articles
|Country / State or Province||Germany|
||Commerce, services, offices
|Broad subject area(s)
||Stress, psychosocial factors
Hours of work