Shift‐pattern switch improves staff turnover and recruitment at Seeboard : High‐risk initiative brings rich rewards

Switching from three‐week rolling shifts to fixed shift patterns at Seeboard Energy’s customer‐contact center was seen as a high‐risk strategy by some managers, but has dramatically reduced staff turnover and improved recruitment. Seeboard Energy Ltd is a utility company with around 1.8 million customers, mainly in south‐east England. Its customer‐contact center operates from 8.00am‐10.00pm (Saturday 8.00am‐6.00pm). Staff answer around 3,000,000 calls a year and respond to around 800,000 letters or e‐mails from customers.