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Define business hours for support agents serving across multiple time zones
Customer support has become an integral part of almost every business, today. 24/7 customer support is the norm these days. This practise of providing round-the-clock customer support has led to support agents working in shifts. Also, businesses that serve customers across the globe need support agents working as per different time zones. The best way to manage all your agents, working in different shifts, is to define their business hours for customer engagement.
The worst thing that can happen to a support agent is being stuck with a high priority ticket on an off day or after working hours. Outline detailed business hours for all your agent groups to make their lives easier and to help them manage their workflow better. Here are some interesting business hour settings that can prove to be of great help to you and your agents while planning customer engagement strategies.
Create a well-defined roster for all your agents detailing factors such as – the time zone that they will be work in, working days and hours, holidays, etc. Set their schedules well in advance so that they can plan how to manage their work.
If you have customers spread across different time zones or provide round-the-clock customer support, define the business hours accordingly. You can outline separate business hours to suit individual agent shifts, as the working hours or holidays may not necessarily be consistent for each one of them. For instance, the list of holidays may not be the same for agents serving customers in the US and those serving customers in the UK. Similarly, the working hours may also vary from one agent shift to the other.
The business hours that you setup for all your agent shifts also play a major role in SLA Policy setup. They help you outline an SLA Policy that is in sync with agents’ working hours.
Import a pre-defined holiday list for your agents depending on the countries where they provide customer support. Make changes to the list by removing those holidays which are not applicable to your agents. You can also add to the holiday list by entering those holidays that you usually give your agents, but are not a part of the list that you imported.
For agents working in different time zones, set up half days by specifying the timings applicable to their shifts. If you want to have one half day in your working week, you can do so while you define business hours for the week. In case, it is one particular day in the year, then you can do so by adding it to the holiday list and then customising it to make it half day.
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