IAG has rolled out a shift management app across its contact centres which it says has reduced sick leave and increased employee’s engagement and mental wellbeing.

The patent-pending app, called Switch, is unique to IAG and supports flexible work by enabling contact centre employees to make changes to their rosters and work hours online without manager approval.

Developed by IAG over the last 18 months, the app reveals which shifts IAG needs staff to fill and incentivises employees if they choose to work those hours.

It uses a pricing algorithm and digital marketplace that manages supply and demand for different work shifts. Employees can earn ‘Flexicoins’ by moving to a shift the business needs filled.

Employees can then use these virtual coins to make other shift changes. If the employee has enough Flexicoins, a shift change is automatically approved.

“It gives our employees more control over their time and work-life balance, while allowing us to manage our business needs,” IAG EGM Consumer Distribution Amanda Whiting said.

The process of changing shifts was previously labour-intensive, involving several conversations between an employee, their manager and colleagues.