Managing a healthy work-life balance has always been a challenge in service industries, especially in contact centers. As many workplaces shift toward hybrid and remote work models, it's more important now than ever for contact centers to adjust processes to improve work-life balance for teams.
Work-life balance is an important factor that contributes to employee satisfaction, retention, and overall productivity. According to a 2023 Gallup survey, 28% of people that recently left their jobs departed due to concerns surrounding well-being and work-life balance. Contact centers have historically been considered high turnover organizations, with poor work-life balance and high employee burnout, leading to an industry turnover rate upwards of 45% compared to a national average around 20%.
Flexible scheduling is one of many ways a contact center can promote better work-life balance for employees. Giving employees power in the scheduling process can help prevent burnout, improve engagement, and ideally boost retention.
Consider employee preferences when building schedules
Preference-based scheduling helps meet employees where they are in their personal and professional lives. Workforce management software makes it easier to schedule based on employee preferences while accurately forecasting labor needs. Employees can provide several shift preferences to be considered while schedules are being developed. This gives them say in their days and the opportunity to create a work schedule that is best for their wellbeing.
Utilize scheduling tools with self-service options
Employee self-service features are a valuable part of a flexible scheduling process. Rather than waiting for management to edit schedule preferences or input time off requests, employees can get the ball rolling themselves. Self-service portals offer flexibility to view schedules and request changes, empowering employees to manage their time without directly requiring a conversation with management.
Self-service tools also make scheduling more flexible and efficient for managers. Automate the review and approval processes for shift changes and time off, giving management the space to reallocate time elsewhere. NRTC, an Aspect customer, was able was able to save 100 hours in admin time annually by automating the review and approval process for time off.
Implement shift swapping and bidding
Life happens and making a work shift can be difficult when you’ve got a full plate. Shift swapping gives employees the flexibility to offer shifts to their peers, ensuring optimal labor coverage while also giving them space to take care of personal matters. Shift swapping approvals can be automated in tools like Aspect Workforce ™ to give employees timely responses to schedule changes.
Shift bidding offers employees additional flexibility to adjust schedules. If an employee desires an extra work shift or requires a different shift at a more favorable time, they can bid for it. This puts the power back into employees' hands to choose when they work and if this is best for their work-life balance.
Develop effective practices for remote and hybrid workers
A major benefit of remote and hybrid work is enhanced work-life balance. However, remote employees will see the most work-life balance benefits with flexible and balanced scheduling options. As the world of work changes, businesses need to adapt scheduling to ensure employees are engaged and happy.
WFM tools like Aspect Workforce™ include flexible scheduling options to simplify work for managers, while also empowering employees. Flexible schedule building allows employees to create boundaries between work and personal life, giving them access to adjust schedules to suit their needs while also following business rules and labor requirements.
Making sure your team has a healthy work-life balance is a key driver to a happy and successful workforce. Empowering your people through self-service tools and flexible scheduling options will help prevent burnout, boost satisfaction, and reduce employee turnover.
Interested in learning more about how Aspect tools can improve work-life balance for your team? Explore our suite of WEM tools and schedule a demo with one our experts.
