Metrics in the Mix at Figi’s

The call center also uses flexible-scheduling techniques. For instance, when seasonal workers are hired, they’re asked for their preferred and available hours. Preferred hours are those the employee wants to work, and available hours are those the agent could work if necessary.

This information then is loaded into Figi’s workforce-management software, which holds these two types of data separately. Paul says she schedules agents first from their preferred hours and then from their available hours.