The benefits of offering flexible schedules in customer service roles

Published on November 2


As the demand for customer service grows, so does the competition to attract top talent. For many customer service professionals, flexible schedules are one of the most attractive job benefits. Here’s why offering flexible work options can be a game-changer for both employees and employers.


Why flexibility matters to customer service professionals


The customer service sector is traditionally associated with rigid schedules, especially for roles that cover peak times or provide 24/7 support. However, recent studies from the UK-based Chartered Institute of Personnel and Development (CIPD) show that job flexibility ranks highly among employees’ top priorities. Flexibility can range from part-time hours and shift-swapping to more advanced options like compressed workweeks or remote roles. These options allow workers to balance their personal lives, reducing stress and increasing job satisfaction.


Boosting retention rates with flexibility


Offering flexible schedules can be a powerful tool for retaining employees. Customer service roles are notorious for high turnover rates, often due to the challenges of balancing work and personal commitments. When employees can choose schedules that suit their lifestyle, they’re more likely to stay long-term. For example, a UK case study on call centres found that companies with flexible scheduling options reported a 35% decrease in staff turnover over two years.


Increased productivity and job satisfaction


Flexibility doesn’t just benefit employees – it boosts productivity, too. Research from the UK’s Office for National Statistics (ONS) shows that flexible working arrangements lead to an average productivity increase of 13%. When employees have control over their schedules, they’re more engaged, less likely to experience burnout, and often perform better.

Types of flexible scheduling options


1. Shift swapping: Allowing team members to swap shifts gives them control over their schedules, reducing the need for time off due to personal commitments.

2. Flexible start and end times: Rather than rigidly setting hours, give employees the option to start and finish within a set timeframe. This is especially helpful for working parents or those with caregiving responsibilities.

3. Remote work: With digital tools, many customer service roles can be performed remotely, especially those that rely on email or chat support. Remote work has also been shown to improve job satisfaction, as it eliminates commuting stress.

Making flexible scheduling work


Implementing flexible schedules requires clear guidelines and good communication. Using scheduling software, such as When I Work or Humanity, can simplify managing rotating shifts and allow employees to make real-time changes, ensuring the team stays aligned without impacting service quality.


By offering flexible scheduling, customer service employers can attract and retain skilled professionals who value a balance between work and personal life. It’s a win-win that boosts both employee satisfaction and company productivity.