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Document ID (ISN)77696
CIS number 01-1855
ISSN - Serial title 1430-0400 - Computer Fachwissen für Betriebs- und Personalräte
Year 1999
Convention or series no.
Author(s) Trott H., Menzler-Trott E.
Title "Flexible work" schedules in call centres
Original title "Flexible Arbeitszeit" im Call-Center [in German]
Bibliographic information Jan. 1999, Vol.8, No.1, p.12-20. Illus. 8 ref.
Abstract 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.
Descriptors (primary) telephone exchanges; work time schedules; conditions of work
Descriptors (secondary) work organization; shift work; work efficiency; economic aspects; temporary employment; mental workload; part-time employment
Document type D - Periodical articles
Country / State or ProvinceGermany
Subject(s) Commerce, services, offices
Broad subject area(s) Stress, psychosocial factors
Browse category(ies) Precarious employment
Communications industry
Hours of work