Our customers are telling us that what\u2019s needed in call centres is the technology to enable flexibility working conditions to be able to support individuals\u2019 work\/life balance preferences.<\/p>\n
The call centre industry is renowned for being inflexible for their agents. There\u2019s the stereotypical view of people being chained to their desks as they cover the phones at times that aren\u2019t necessarily suited to their lifestyle \u2013 metaphorically of course. But we do know that agents\u2019 shifts are fixed sometimes weeks in advance, and they often have little chance to change them<\/p>\n
But it doesn\u2019t have to be like that\u2026 with QStory there\u2019s the capability to give employees more control to manage their shifts how it best suits them. At the click of a button (on their smartphone), they can request when they have their lunch so that it coincides with friend\u2019s or their favourite gym class. \u00a0When it comes to booking a holiday, there\u2019s the age-old situation where they\u2019ve missed out on the flights by the time the request for absence has been manually approved by their manager. With automatic holiday approval, based on real-time analytics, employees can go ahead and book a holiday within minutes of requesting time off.<\/p>\n
Holidays, break-matching and flexibility are important to us all.\u00a0 But if we consider that call centres are staffed by millennials, then everything we\u2019ve talked about becomes increasingly important.<\/p>\n