EZShift for call centers and service centers

Every call answered.
Every break covered.

Schedule agents across all your service centers by your work agreements, keep every hour covered while people take their breaks, and handle changes in the app. One system, one app for your team.

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  • Scheduling shift workers since 2005
  • 14-day free trial, no credit card

Trusted by service centers and financial companies

Why service center scheduling is different

Customers don’t wait for a break to end

Calls come in waves, agreements set the rules, and every break leaves a gap someone has to fill.

  • Peaks all day

    Morning rushes and evening waves need a different number of agents at different hours.

  • Breaks without gaps

    Breaks spread across the shift, so the queue is never left without people.

  • Agreements and fairness

    Work agreements, fair evening and weekend shifts, and requests within agreed limits.

Scheduling rules

Your rules, built into every schedule

Write down the rules once: the law, your work agreements and what your team leaders know. EZShift builds the schedule around them and warns you the moment a change would break one.

  • Hard rules are never broken by the engine
  • Flexible rules are weighed, so it knows what to give up first
  • Rules can apply to specific centers, teams, shifts or agents

See all scheduling rules

  • Hard

    At least 4 employees tagged Support on every morning shift

  • Flexible

    Prefer up to 2 evening shifts per week for employees tagged Students

  • Flexible

    Prefer employees who were not assigned weekend shifts in the past 2 weeks

  • Hard

    At least 11 hours of rest between shifts

Breaks management

Breaks that never leave the queue empty

Set break rules for your shifts. Agents choose when to take their breaks within those rules, and the breaks are coordinated so every hour stays covered.

  • Break rules set for every shift and team
  • Agents choose their break time within the rules
  • Breaks coordinated so the floor is never left short
  • Changes shared with the team immediately

Across your centers

Compare your service centers side by side

Head count, hours worked, schedule details and attendance for every center, in one view. See which one runs over, which one is short, and where agents come in late.

  • Head count and positions in every center
  • Planned against actual hours, center by center
  • Schedule details: shifts, staffing and open shifts
  • Attendance details: late arrivals, no-shows and missing clock-ins

Attendance

Know who is logged in before the queue builds

Agents clock in from the app, and you can require them to be at the center to do it. Late arrivals, no-shows and missing clock-outs are right there, next to the hours you planned.

  • Clock in from the app, with a location check, an NFC tag or a time clock
  • Late arrivals, no-shows and missing clock-ins in one view
  • Planned vs. actual hours for every agent and every center
  • Hours ready for payroll, without typing them twice

The agent app

Requests and swaps, within your agreements

Agents send their requests, see their shifts and swap them from their phone, within the limits you agreed. You approve, and everyone is updated at once.

  • Requests within limits

    Agents send their scheduling requests within the limits set in their agreement, with a reminder before the deadline.

  • Shift swaps

    Agents ask to swap or hand over a shift from their phone, and the team leader approves it.

  • Messages

    Send updates to one agent, a team or a whole center, straight to the app or by email.

Questions from service centers

How does breaks management work?

You set the break rules for your shifts. Agents choose when to take their breaks within those rules, and the breaks are coordinated so every hour stays covered.

We run several service centers. Is it one system?

Yes. Every center has its own shifts, teams and schedule, all in one system, and you can compare the centers side by side. Managers get the permission levels they need.

Can the schedule follow our work agreements?

Yes. Write the agreements as scheduling rules: hours, evening and weekend limits, rest between shifts and more. The engine keeps to them and warns you if a change would break one.

Can we limit the requests agents send?

Yes. Set how many requests each agent may send, according to their agreement, so schedules stay fair and transparent.

Can agents clock in only when they are at the center?

Yes. Clocking in from the app can require the agent’s location. Agents can also clock in with an NFC tag or with a time clock.

Our center has hundreds of agents. Does it fit on one board?

Yes. Some of our customers run several hundred employees on a single board. Group it by position, hide the names to see coverage only, filter to one team, and highlight one agent to see their shifts and availability.

Can I try EZShift for free?

Yes. Sign up for 14 days of full access to all features in the EZ Pro plan. No credit card is needed.

See EZShift on your own service centers

Leave your details and we’ll set up a personal demo with your shifts, positions and rules.

  • A personal demo with a scheduling expert
  • Your teams, your rules, your questions
  • Personal, prompt service

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Every call. Every break. Covered.

14 days of full access, no credit card needed.

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