Category: FAQ
Excerpt: Which working time models work in modern service centers? We show which options are suitable for volatile volumes, different employee needs and legal requirements.
Which working time models are suitable for modern service centers?
In times of hybrid working environments, growing volatility and an increasing shortage of skilled workers, service centers are under enormous pressure to adapt. One of the key levers for successfully meeting these challenges lies in the selection and implementation of suitable working time models. Rigid concepts are a thing of the past – what is needed today are flexible, scalable and employee-oriented models that meet both the operational requirements of the company and the individual needs of the employees.
But which model suits which company? And how can different working time models be integrated into daily scheduling efficiently and in compliance with the law? This article shows why choosing the right model is more than just an HR question – and how workforce management systems can help to successfully manage this complexity.
Flexibility as a competitive factor
While traditional office jobs increasingly rely on flexitime, remote working and trust-based working hours, completely different rules often apply in service centers. Round-the-clock availability, highly fluctuating contact volumes and legally regulated break times make staff scheduling much more complex. At the same time, employees are demanding more co-determination over their working hours.
According to a recent study by the ADP Research Institute 67% of employees want more flexibility in terms of working hours and location – and the trend is rising.
This results in a clear task for companies: they must create working time models that meet these expectations – without losing efficiency and control.
The most important working time models at a glance
Classic shift models (early/late/night shift)
Still standard in many service centers, especially in 24/7 operation. They offer a high degree of predictability, but are not very flexible and are increasingly being rejected by younger employees.
Flexitime models with core working hours
They allow individual start and end times within a framework. Advantage: increased personal responsibility. Disadvantage: more difficult to coordinate in the event of a sharp increase in volume or spontaneous breakdown.
Part-time and job-sharing models
Well suited to increasing labor force participation – especially among parents, students or older employees. However, they require precise fine-tuning in the system to avoid understaffing.
Flexi shift models with preferred shift option
An increasingly popular model that allows employees to specify preferred services within defined guidelines. Studies show that these Form of participation contributes significantly to employee satisfaction (Source: IBM/Workhuman Employee Experience Index).
Annual working time models (working time accounts)
Particularly useful to better cushion seasonal fluctuations in volume. Employees work more during peak periods and reduce this time during quieter phases. Important: a digital system for precise hours control is essential.
Trust-based working hours in a service context?
A special case: hardly realistic in classic inbound services, but practicable under certain circumstances for special teams or call-back services – as long as target agreements, monitoring and reporting are right.
The challenge: managing diversity efficiently
Modern service centers are increasingly relying on a combination of different working time models. One example: While classic early/late shifts dominate in first-level support, special teams in the back office work flexitime or project-related with fixed time quotas. If you try to plan with Excel or isolated solutions, you will quickly reach your limits: rule violations, inefficient utilization or dissatisfaction in the team are often the result (see also ” Shift chaos, errors and stress: Why Excel slows down your personnel planning“).
The real bottleneck lies not in the variety of models – but in the lack of technical and organizational support for their implementation.
Three critical success factors
- A central set of rules
All working time models must be stored in a central system and checked for compliance with regulations – including legal framework conditions, break regulations, collective agreements or works agreements. - Transparent employee involvement
Models with preferred shifts or part-time options only develop their full added value if employees can actively participate – via self-services, mobile access options and transparent shift plans. - Real-time control and monitoring
Volume peaks, outages or unforeseeable changes require plans to be adjusted quickly. Only a system with real-time capability can ensure operational stability here.
How opcycWFM supports you with the variety of models
opcycWFM allows you to define and manage a wide variety of working time models – including shift systems, preferred times, working time accounts and location-specific rules. Automated planning algorithms take into account not only the individual contracts and skills of your employees, but also their preferences and absences.
Via the integrated employee portal “myOPCYC“, your teams can independently request vacations, swap shifts or submit desired shifts – all transparently, legally compliant and accessible on mobile devices. Planners, on the other hand, benefit from clear dashboards, intelligent suggestions and automated checking mechanisms that prevent planning errors.
The result: more satisfaction in the team, an improved work-life balance – and at the same time stable service levels with maximum cost efficiency.
Conclusion: Modern working time models need modern systems
The world of work is changing – and with it the requirements for modern workforce scheduling. Those who rely on flexible working time models become more attractive as an employer, increase employee loyalty and remain capable of acting even when volumes are volatile. But flexibility needs structure – and a system that maps this structure, controls it automatically and communicates it clearly.
With opcycWFM you get exactly this structure. Experience now in a non-binding demo how modern working time models can be planned efficiently, transparently and employee-friendly – without planning chaos or Excel traps.
