I am doing a quick and dirty survey with Call Center experts to look at best practices on regarding Managerial presence in night shifts. Our company is thinking on starting this position early next year. Our Call Center works from 8.00 AM until midnight. Currently, our two Managers (And I am one of them) have "office" hours from 8.30 AM until 5.00 PM. The floor has up to 10 Team Supervisors, and at night, three of those Supervisors are always present.

In our Organization Chart, Supervisors have direct responsibility on the day-to-day, up to the minute issues on the floor. Managers are looking more to the day results, planning, guidelines, etc. Not direct responsibility on the CSRs, only through the Supervisors.

Up to now, we have been OK with one of the Managers on call in case anything extraordinary happen. But as I said, this could change in January.

I am asking you to please fill me really fast on what companies are doing, or if you know about "best practices" regarding having someone from Managerial level on the floor at late hours. Or if you can direct me to any article where your publication would have talk about this issue.

Please email your thoughts to kdawson@cmp.com.