- Work Contracts
- A New Start
Remote agents, unlike their internal counterparts, do not have to take hours to commute to work. All they have to do is go to their home office workstations and log in to their client’s call streams.
With this inherent flexibility of operation, remote agents are quite capable of working multiple shifts throughout the day - with some of those shifts being very short indeed.
So why not create a work contract that makes the most of this flexible environment? A contract set free from the strictures of the conventional shift scheduling and salary structures.
That why we designed The New Work Contract. It gives you a whole new start in agent staffing.
The New Work Contract is an agreement specifically designed for use between hiring corporations and their remote contract agents that is the basis of a new, more efficient working relationship.
The New Work Contract formally defines the terms and conditions underpinning the contract work offered – including the payment rate per transact ion and the mandatory attendance requirements .
Client corporations are provided with a digital template of the New Work Contract as part of the ContractXchange remote recruitment process. and simply insert their own specifications in the supplied fields.
These specifications then become part of their ContractXchange.com Job Posting, so agents can examine and acknowledge the terms before applying.
The inherent flexibility of remote work provides an excellent opportunity for contact centers and their remote agents to be set free from the strictures of conventional shift scheduling and salary structures.
Remote agents, unlike their internal counterparts, do not have to take hours to commute to work. All they have to do is go to their home office workstations and log in to their client’s call streams.
With this unique ability to immediately access the calls it now becomes practical for remote agents to work multiple shifts throughout the day with some of those shifts being very short indeed (remote agents can be scheduled in increments of just one hour).
So why not havea work contract that makes the most of this flexible environment - a contract that works better for both parties.
Remote Agent work shifts are measured in Contract Hour Units, a Contract Hour Unit represents a one hour time slot of one agent’s time.
Every Remote Work Contract specifies a minimum number of Contract Hour Units that must be worked and in most cases it also specifies mandatory time slots.
In addition, agents by their own volition can add whatever other unclaimed Contract Hour Units are available on the schedule board. In this way, agents can build their own work schedule with whatever extra hours they choose to work beyond their mandatory time slots.
An important outcome of the remote agents’ personalized scheduling ability is the measure of freedom it gives them. To have some participation in determining when they work and how much they work is one of the primary appeals of being a contract worker.
At the same time, the mandatory “core” Contract Hour Units that remote agents must commit to give them a stable platform of earnings to operate from – a platform they are given ownership to through their Remote Work Contracts.
Obviously the system of Contract Hour Units also has big advantages for the contracting corporations.
To begin with, the agents contractual commitment to the long term core of the schedule ensures there are no shortages at the crucial peak times.
With the core of the long term scheduling architecture firmly in place, contracting corporations can then build out the remaining operating hours of the weekly/daily schedule by posting batches of Contract Hour Units across the schedule.
When an unexpected peak happens more Contract Hour Units can be quickly issued to overlay on the established schedule. Conversely, when a downturn happens in the call flow Contract Units can be just as easily removed from the board.
Building a schedule “one contract at a time” ultimately leads to the highly dynamic use of remote agents we call Real-Time Staffing.
Real-Time Staffing is an “active management process” where agent scheduling levels are directly linked to the fluctuations of the daily call volume. In this mode scheduling units can be reduced to half hour increments.
There simply isn’t a more efficient way to schedule.
