September 27 - 

We use a program called “Bank Time” in our center, which allows CSR’s to plan their time off in advance for necessities such as professional appointments (doctor or dentist visits, parent-teacher conferences, etc.) and still have a positive attendance record.

The CSR must submit a “Bank Time” request form to the workforce management team at least two weeks in advance. If the request is approved, the CSR will be able to work additional time in advance of the appointment during the same week of the scheduled appointment. The workforce management team will schedule the CSR to work additional time immediately before and/or after the CSR’s normal shift, but not on their scheduled day off, and will produce a schedule indicating hours that are to be worked in order to “Bank” the time.

For example: Chris has a scheduled doctor’s appointment on Thursday April 10 at 3:00 p.m. Chris’s normal schedule is Monday through Friday from 8:00 a.m. to 4:30 p.m. Chris will need to leave work at 2:30 p.m. on Thursday, April 10. Therefore, Chris will need to “Bank” two hours of time earlier in the same week. The workforce management team will produce a schedule for Chris that will have him work two hours of additional time over the course of the three previous days. Therefore, when Chris leaves at 2:30 p.m. on Thursday, there is no negative impact on his attendance.

Here are some other guidelines for the program:

• The workforce management team has the overall authority to approve the request based on call volume. In other words, there will be limitations on how many “Bank Time” requests are authorized per week.
• A maximum of four hours can be “banked” in a given week; a minimum of one hour is required.
• The workforce management team will not schedule a CSR to work more than two hours of additional time in any day.
• At least two weeks notice must be given so that the workforce management team can evaluate “Bank Time” requests and produce new schedules.
• Time cannot be “banked” for Saturday or Sunday appointments.

This program is designed to meet the needs of our CSRs and that of the business, and provides a win-win situation for both the CSR and the workforce management team.

Note: This week’s tip provided by SWPP Member Chris Stern of T-Mobile. Chris may be reached at:
ch***************@t-******.com.