Easier planning and cost estimations for managers. A standard 9-5 work timing for all employees in an organization from Monday to Friday is the most common form of a fixed shift schedule. You choose a particular number of hours, the number of working days in a week, and every member of your customer service team will follow that schedule. The fixed shift schedule is just one shift timing with a set number of hours. It’s also necessary to ensure there is an overlap between shifts so you have enough coverage for people who might be on leave. Having weekly shifts can be problematic since it’ll affect sleeping patterns and not allow them to understand the customers and types of issues for that time-zone. But ideally, each agent should at least work for 3 months in one particular shift or time zone to ensure they get used to it.
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