Those regular readers will know the pain I am going through in getting my site to handle calls properly - this next question is something that I have never experienced, so would like some of the experts to cast an opinion if possible.

We currently have an outbound collections department, working 9am - 8pm. Shift are currently managed by a "team leader" please bear in mind that there is not a proper telephony infrastructure in place as yet)

A senior manager has developed a enhanced payment package for agents who work flexible shifts. In essance, an agent would work core hours, then volunteer for two late nights and a Saturday morning. These hours would have to total their weekly allowance, which would then go towards their enhanced package.

Has anyone in an outbound environment heard of this type of scheduling, or have any views. They (senior management) want this intergrated in Blue Pumpkin (although we don't have it yet). I am wasting my time or is this a viable option.

Thanks

Ian

>>>>A senior manager has developed a enhanced payment package for agents who work flexible shifts. In essance, an agent would work core hours, then volunteer for two late nights and a Saturday morning. These hours would have to total their weekly allowance, which would then go towards their enhanced package.


I'd appreciate more detail on the contract that your agents are offered at present, are they on fixed number of hours, fixed working hours, temp contracts, flexible contracts or a mixture of all?
If you 'enhancing' existing packages to entice staff to work outside their contractual obligations then you could be on sticky legal ground. If however overtime and extraneous payments are contractually catered for or form the basis of their original hire contract then this might be ok.