Shift planning for contact centres operating 24/7
Shift scheduling for contact centres becomes complex when teams operate internationally, across multiple languages and fluctuating call volumes. Papershift supports contact centres with stable, skill-based resource planning – centrally and automatically.
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Non-binding demo For complex organisations
Which contact centres is Papershift suitable for?
Complex shift models, multiple locations and high service level pressure: in large contact centres, planning must be spot on every day. Papershift simplifies resource planning, stabilises service levels and noticeably reduces the workload for operational teams.
Workforce scheduling challenges in contact centres
Contact centres in large enterprises – such as airlines or service providers – often operate internationally, multilingually and around the clock.
If planning is still done manually or based on Excel, this quickly leads to a high level of coordination effort.
What this means in everyday life
- Daily merging of multiple Excel files
- Manual entry of forecast and volume data
- Subsequent corrections of breaks and shifts
- High coordination effort between teams and locations
The consequences for operations and service levels
Manual or fragmented planning has a direct impact on quality and efficiency.
- Incorrect staffing during peak times
- Overtime in individual teams
- 2–4 hours lost per day just searching for data
- Declining service levels (SL) during high call volumes
How Papershift supports contact centres
Papershift is a software solution for digital shift planning and time recording that enables businesses to map skills, roles and service level requirements in 24/7 operations.
Planning based on skills, roles and qualifications
Shifts are planned not only according to availability, but also according to skills, e.g.:
- Language skills such as ‘Spanish support’
- Special roles such as ‘priority customer’
- Licences, qualifications or certifications
Automatic break and regulatory compliance
- Break planning in accordance with working time legislation
- Consideration of internal QA and SL requirements
- Fewer manual corrections afterwards
Full transparency regarding utilisation and service level
- Overview of utilisation per team and role
- Better control in the event of fluctuating call volumes
- Stable service level through forward-looking resource planning
Results from practice
Enterprises like Virgin Fly use Papershift to automatically convert forecast and skill data into 24/7 shift planning.
Achieved effects:
- Reduction in daily planning time from 3 hours to approx. 30 minutes
- 8–12 % higher service level during peak times
- Fewer planning errors and overtime
- Relief for team leaders and workforce management
Why Papershift fits 24/7 environments
- Scalable for large teams and multiple locations
- Suitable for 24/7 operation and international organisations
- Centralised platform instead of Excel and individual solutions
- Suitable for everyday use by operational teams and managers
Request a demo for contact centres
Experience live how Papershift simplifies shift planning in your contact centre and stabilises service levels.
Frequently asked questions about shift planning in contact centres
Is Papershift suitable for 24/7 contact centres?
Yes. Papershift is specially designed for continuously operating businesses with shift rotations and night work.
Can skills and languages be taken into account in planning?
Yes. Shifts can be filled specifically according to skills, languages, roles and qualifications.
Does Papershift support international teams?
Yes. Papershift is multi-country capable and supports different working time laws and languages.
Can Papershift replace Excel-based planning?
Yes. Many call centres are completely replacing Excel with centralised, digital planning.
Is there a mobile app for agents?
Yes. Employees can view shifts, record times, swap shifts and communicate – directly via the app.
