Shift Differential Pay

HR Policies, People Management

Jun 22, 2012

I work in a B2B-centralized customer service center and we cover east to west coast. We have had paid shift differential since start up 5 years ago, but now our HR department doesn't agree with this policy, stating because we are not in the manufacturing plant it doesn't apply. What are the industry standards for this differential? Is this applicable in a service environment. Any help you can give me is appreciated.

– Carrie Proffit

Answers

  • Marnee Downing Posted at 7:30AM on Jul 23, 2012

    Hello Carrie -- Shift differentials exist to provide stability in staff - in particular for shifts that are less than popular. In preparation to discuss with your HR department, I suggest researching what other centers in your area, who are open similar hours are paying. What is the unemployment rate - meaning if the differential is eliminated, how easy will it be for your employees to find another job? How important is job and or institutional knowledge in providing quality service to your customers? What is your current attrition rate? How long does it take a new employee to become proficient in the role? What is the cost of poor service? I recognize I have given you many questions and not many answers, hopefully as you think through them you have the information needed to respond to HR. -- Marnee

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