How Do You Calculate Shift Incentives for On-Call Support in IT Firms?

Hi all,

I am working as an HR generalist in a leading IT firm and regularly browse through Cite HR emails. I just have a small query regarding the calculation of shift incentives for employees who provide on-call support beyond normal working hours. If you have any documents regarding the same or guidelines on how we arrive at the shift incentive amount calculation, that would be great.

Looking forward to hearing from you.

Thanks

There are several instances where employers provide additional benefits to their employees. For example, some companies offer overtime allowance, which is calculated the same way as for regular workers - doubling the normal wages.

In the ITES industry, a top player may choose to pay employees based on incidents handled, such as a certain amount for email, chat, or telephonic support. The payment may vary depending on the complexity of the processes involved.

Employers may also include additional perks or freebies, like an extra set of meals, to enhance the overall employee experience.

Surya

Forgot a crucial bit....

Brute force, i.e., hiring more manpower or overtime, is a major non-compliance in COPC/MBNQA and other business excellence models like Six Sigma, etc.

In one of my previous work roles with an IT giant, we had tremendous call flow in inbound tech support and worked on several alternatives, namely:

a) Training a reserve pool of over 100 people from existing processes to meet the call flow in emergencies.

b) Hiring undergraduates to work for a few days in a month at a certain rate.

c) Reducing the learning curve of tech support personnel by utilizing FAQs databases, etc.

d) Lastly, we implemented Business Process Reengineering, transforming the process into outbound tech support.

Surya