Learning How Call Centers Work

Learning how call centers work is vital for any business. Whether you are running a traditional in-house call centers or a hybrid call center, there are several ways to improve your call center's performance. You can use these methods to improve customer satisfaction, reduce costs, and improve your business. But, it's crucial to consider the best option for your business.


Overtime is a common practice in most call centers, and it is often paid for when the company has business requirements that exceed the number of hours in the regular workweek. In most cases, a work shift is eight hours long, although some organizations may run six days a week. Scheduled breaks, which are typically an hour each, also take up time during the workday.

Many call centers also pay commissions on a weekly or monthly basis to employees. These commissions should be included in the overtime rate. An employee who makes $10 per hour should be paid $18 per hour for overtime, which is 1.5 times their regular rate. Even if a call center does not include commissions in the pay, if the work is related to the workday, the employee should still be paid $18 per hour.

In addition to being under pressure to keep up with their workload, many call center agents routinely perform unpaid work prior to their shifts. This time is not accounted for in the hourly pay calculation, and often requires employees to get on the phone before their scheduled shift. If employers do not compensate workers for such time, they may be violating the FLSA's overtime and minimum wage requirements.

Overtime is often the solution to overstaffing and understaffing, but the solution must be used carefully. While it is one of the most commonly-used solutions to maximizing scalability, it can also be one of the most mismanaged. Many companies use overtime to fix problems without addressing the root cause. To be sure it is being used correctly, check the hours worked and schedule adherence.

How Call Centers Work

This article discusses the main components that make up how call centers. This includes Human interaction, Automation, and Idle time. Let's start with Human interaction. Many people do most of their problem-solving during the weekends. This is why call centers experience a higher level of absenteeism on Monday morning, making this day particularly challenging. For this reason, customers are encouraged to avoid calling on Mondays.

Call centers serve as the hub of customer service. They allow customers to interact with brands without physically traveling and at their convenience. While there are many ways to communicate with a brand, call centers have become an increasingly popular method. In fact, a blog by Oberlo reveals that 76% of Americans would prefer to communicate with a brand over the phone.