Issue 1: how to reasonably scheduling Attendance scheduling rules Shift in attendance, the definition of the shift, is the standard for employees to and from work, is the standard of attendance, the importance of which is self-evident. Enterprises in the existence of a variety of shifts, and different enterprises on the definition of the shift and customary sayings are not the same, sort out the definition of the shift and its associated terminology meaning is very meaningful. Here are several aspects to describe the shift and its common performance in the enterprise. First, the composition of the basic shifts: Shift defines the employee's commuting time of the day and the rules, shifts are composed of multiple shifts, to understand the shifts before understanding the shifts. The following first explain the relevant terms, these terms can assist us to better communicate. It is similar to the software we talk about "design patterns". 1, fixed shift refers to a fixed shift time. Example: Designated commute time for 8:00-12:00. 2, free shift refers to the commute time is freely controlled by the employee. Example: Employees are allowed to go to work at any time between 7:00-9:00, and leave work at any time between 11:00-13:00, but they are guaranteed to work for 4 hours. This type of shift can be called a free shift. Within a shift, multiple rest periods are allowed. Meal periods are similar to rest periods. Meal periods can be divided into two categories: fixed meals and free meals, for example: the provisions of the noon meal 11:30-12:30, called fixed meals, allowing lunch between 11:00-13:00 meals, but the provisions of the meal time can only be 1 hour, called free meals. If it is stipulated that employees are free to choose a meal time between 11:00-12:00 11:15-12:15 11:30-12:30, it can be called floating meal. A shift made up of the above four basic elements is called a basic shift, in which the rest period or meal period is subordinate to a certain shift, and the shift thus made up can be adapted to most situations. In addition to the provisions of the shift time rules, but also to define the shift, how to be considered late and early retirement, how to be considered absent absenteeism, and what other exceptions, etc., such as including meal time shifts, there is a meal overtime exceptions. (Each shift are defined as late, early, absent, absenteeism and other settings, it will be more wordy, you can do a global default, if the shift is not set in the use of default values) Second, special shifts 1, rest: rest as a special shift specified that the day does not have to go to work. Note that the specified rest is not to specify that the day is a Sunday or holiday, which is defined elsewhere. Specifying a break simply specifies that you do not have to work that day. 2, free commuting: Example: the provisions of the day 7:00-19:00 employees can be free to commute (multiple shifts), as long as the guarantee on the full 8 hours can be, or how many hours of work counted. Saturday and Sunday free overtime is this case. 3、Mutually exclusive shifts: Multiple mutually exclusive basic shifts are combined together to form a mutually exclusive shift. The so-called mutually exclusive refers to the various shifts whose commuting time does not cross each other. When calculating attendance, the system automatically recognizes which basic shifts are matched. This can effectively reduce the workload of scheduling in case of two or three shifts. It is not recommended to use mutually exclusive shifts for scheduling, because in the case of employees clocking in more or less, working overtime at the same time, or taking a leave of absence will change the swipe point of the shift, which makes the intelligent matching process prone to errors. Explicit scheduling is free of such errors. Attendance should be very serious, even 0.0001% of the error, will give you a stain on the attendance software. 4, dynamic shifts This is a very specific type of shift. Under normal circumstances, the definition of the shift is predefined, while the dynamic shift shift definition is dynamically generated by the program. As if this is not well understood, for example, the school teacher commutes according to the schedule, 30 minutes before class to sign in, after class can be off, no class can not come. At this time, a basic shift can be dynamically generated based on the schedule to participate in the attendance calculation. If you don't use dynamic shifts, you need to predefine a lot of basic shifts, and also increase the difficulty of scheduling. Obviously, such shifts need to be customized for secondary development. Third, the "working day" in the importance of the shift Shift solves the problem of how employees should be on and off work that day, the scheduling of employees on the day on which the designated shift. This day is not what we often say 24 hours a day, but the "working day". A workday may be more than 24 hours long. Shifts define the start and end points of a workday, and overtime may change that point so that a workday is actually more than 24 hours. A "break" is a special shift that does not have to specify the work ...... >>

Question 2: How do I rationalize my shift? Be clear about whether your position is 24 hours a day, or from time to time.

Question 3: How to rationalize the security guards scheduling Simple female full row morning and middle shift; male morning shift middle shift evening shift are scheduled. If the female is divided into 1 and 2, male is 3, 4, 5, 6, 1 and 3 morning shift 10 days 2 and 4 middle shift 10 days 5 and 6 evening shift 10 days; after 2 and 4 morning shift 10 days 1 and 5 middle shift 10 days 3 and 6 evening shift 10 days; after 1 and 5 morning shift 10 days 2 and 6 middle shift 10 days 3 and 4 evening shift 10 days just a month

Question 4: How to give the staff for the scheduling? To see the flow of customers to determine the general row 2 classes, according to a table for 4 people, 40 people 10 places 1 waiter, the total number of cooks do not exceed 10 people, 5 people in each class is good

Problem 5: How to assess the reasonableness of the scheduling of any call center operations are almost always in the pursuit of the speed and quality of service improvement, while reducing the premise of the operating costs and gradually enhance the call center's profits and customer satisfaction; a typical call center operation is almost always in the pursuit of service and quality improvement, while reducing operating costs gradually enhance the call center's profitability and Customer satisfaction; a typical call center operating costs, only 5% of the cost is spent on technology, almost all of the operating costs of more than 95% of the wages, network costs and daily expenses; personnel costs is the key to the call center operating costs; therefore, for any call center management staff, a reasonable staff scheduling is to achieve high efficiency of the call center operation and management, to reduce the overall operating costs, to ensure customer service quality and service quality. Therefore, for any call center manager, reasonable staff scheduling is an important part of achieving efficient call center operation and management, reducing overall operation cost, ensuring customer service quality and service level, and improving call center productivity.

The important prerequisite for call center to maintain good service level is to establish a scientific and reasonable scheduling plan, call center management personnel according to the different cycles of call volume changes in the law and the development trend of the corresponding period of time to arrange the number of seats, to ensure that the call center's important operational indicators of the call center throughput rate, customer satisfaction goals to achieve. In order to achieve the above goals, managers must systematically analyze the trend of call center call volume, and at the same time, make scientific predictions based on the call center's historical data and related influencing factors (such as promotions).

The significance of call volume forecasting

? Early shift adjustments and staffing based on incoming call patterns to ensure call center availability targets are met;

? Through the analysis of the historical call pattern, the predictable volume impact factors to respond in advance, so that the call center in advance to develop appropriate solutions;

? When the call center's capacity is about to be saturated, it is necessary to further improve, adjust, and optimize the current operating system, and make preparations for the expansion of personnel and equipment in advance to ensure that the call center maintains normal operation;

? According to the law of incoming calls to understand the market and customer demand in a timely manner, to facilitate the adjustment of market operation direction, enhance customer satisfaction.

The following is an example of a telecom company's major factors affecting call volume fluctuations

? Changes in the development strategy and planning of the enterprise;

? Changes in customer volume (e.g. new fixed-line and SmarTone subscribers, new broadband subscribers, changes in market share, etc.);

? The company's publicity, promotion, new product promotion and other market behavior;

? Publicity in newspapers, radio, TV and other media;

? Changes in national policies and regulations (e.g., adjustments to the monthly date of expense settlement, etc.);

? Unforeseen events (e.g. natural disasters, accidents, system paralysis, etc.).

? Special time call volume (such as monthly billing day; 3.15 International Consumer Rights Day; 5.17 International Telecommunication Day; college entrance exams, midterm scores and list time; Spring Festival, National Day and other public holidays, etc.)

For call center managers, we need to take into account the above factors affecting the volume of incoming calls and the law, and continue to improve the accuracy of the volume of predictions; at the same time, call center managers must be based on the volume of incoming calls, the volume of incoming calls and the number of calls. The managers must make reasonable staffing and seat arrangements according to the fluctuation of call volume, and test the reasonableness of the existing scheduling by evaluating the efficiency of scheduling, so that the first-line customer service representatives of the call center can effectively reduce the abandonment rate with a reasonable load rate, and improve the quality of service and customer satisfaction.

Call center staff scheduling

The following is a description of how to schedule with the call volume fluctuation scheduling method. The call volume fluctuation scheduling method refers to the tracking of historical data on call volume, the use of call volume forecasting methods to forecast the call volume of the next phase of the transfer of manual seats, and then use the formula to calculate the number of customer service representatives required for each period of time to schedule.

Call center scheduling management

The average processing time of a call includes the average answering time, the average call time, the average hold time, and the average post-processing time;

For any call center, due to training, meetings, breaks, and other reasons, it is not possible for a customer service representative to use all of his or her time to answer calls, and it is not possible to achieve a 100% utilization rate of customer service representatives. It is not possible to reach 100%, therefore, according to the industry standard of customer service center, considering the attendance rate and personnel utilization; after adjustment, the formula is as follows:

Call center scheduling management

The following call center in the telecom industry as an example to illustrate how to use the volume of calls fluctuation method sent to the personnel scheduling; the steps are as follows:

1. half an hour as a cycle to calculate the average monthly volume of calls.

1. Calculate the average monthly volume of incoming calls on a half-hourly basis;

2. Calculate the number of customer service representatives that should be scheduled for each time period by using the formula;

3. Schedule the staff through reasonable grouping of personnel to achieve coverage of incoming calls;

4. Consider the staff at noon, and at the evening meal time;

5. Calculate the weekly hours of work to optimize the details of the scheduling;

6. Calculate the weekly hours of work to optimize the details of the schedule;

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6. Continuously adjusting the scheduling by evaluating the efficiency of the scheduling to improve ...... >>

Question 6: How to rationalize cashier scheduling Over-scheduling and under-scheduling both affect the level of customer service and the company's labor costs. Therefore, the cashier scheduling not only need to have a lot of experience, at the same time, according to the system report to effectively analyze the projected scheduling can maximize the actual sales match.

1. cashier scheduling three principles

At any time, to ensure that each cash register waiting in line in front of the checkout customers no more than three customers.

2. Match the turnover transaction principle

Because of the different hours of turnover, the number of checkout customers, the number of cashiers should be different on the number of arrangements, the number of business peaks during the number of openers, the principle of openers in the low peak period of the business. 3. Simple principle of scheduling

As far as possible to make the scheduling of each cashier simple and easy to remember, such as weekly on the same shift, rather than the week on two or three shifts. Two or three shifts a week on the rotation.

4. Cost principle

The total working hours are controlled within a reasonable range, to avoid idle cashier conditions, effectively reduce labor costs, better reflect the store's low-cost business strategy.

Factors affecting cashier scheduling

1. shopping mall business hours

The length of the business hours is one of the main factors to consider the shift. According to the specific circumstances of the mall, business hours in about 12 hours, two shifts can be arranged. (i.e., the morning shift 8:30-17:30 and the middle shift 13:30-22:30)

2. The number of customers in each period

Although in the 12 hours of business time, at any time, there are customers, but a closer look, you can find that customers are usually concentrated in a certain period of time, that is, the peak hours of the shopping mall. For example, in the office area of the supermarket, lunch time and 14:00 - 19:00 pm after work the most people. In suburban malls, there is also a rush of people in the morning and at night after the end of the news or a series of dramas.

Therefore, it is necessary to arrange more staff during peak hours to ease the pressure of customers waiting for the cashier to check out. For example, the morning shift from 10:00 to 19:00 or the evening shift from 13:00 to 20:30 can be increased to cope with the shopping crowds at the end of the day.

3. Holidays, festivals and shopping mall promotions

National holidays, folk festivals or shopping mall promotions, shopping malls are often much better than weekdays, not only the number of customers is higher, sales are also much higher, so this is the time when the most need for manpower, you must make some adjustments to the scheduling, or try to cashier's vacation transfer.

Question 7: How to rationalize the scheduling.ppt If all in accordance with the meaning of the scheduling can not be reasonable up;

Only in accordance with departmental regulations to, only special circumstances can shift shift change; so that scheduling can be convinced

Question 8: How to scheduling? What are the needs (shifts?)? The first thing you need to do is to get a good deal of time to get the job done. etc.), what are the resources (how many people?).

25 people a day, 7 days a week is 25 * 7 = 175 people shift.

Each person is off 2 days a week, that is, on 5 off 2

Then 175/5 = 35 people, **** need 35 people, as follows, for reference:

Personnel Day 1 Day 2 Day 3 Day 4 Day 5 Day 6 Day 7

A11111 rest rest rest rest rest rest rest rest rest rest rest rest rest rest rest rest 11111

C > g1112 rest rest 9910

h101112 rest rest 99

i9101112 rest rest 9

Typing is not easy, if you are satisfied, please accept.

Question 9: 5 people on duty, how to schedule reasonable Monday white: A C Monday night: E

Tuesday white: A D Tuesday night: C

Wednesday white: B E Wednesday night: D

Thursday white: A C Thursday night: B

Friday white: A D Friday night: C

speculate on the sixth white: A E Saturday night: B

Sunday White: B C Sunday Night: D

If this is helpful, please accept it, thank you.

Question 10: Do you think the most reasonable work scheduling for three people to work should be how, according to reason it is best for everyone to work at a fixed time, which is conducive to the formation of the biological clock. If three shifts, the biological clock will be completely disrupted, and the body's immunity will decline. Friendly advice fixed time oh. I hope this helps you