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CALL CENTRES

Call centre rostering software, staffed to the half-hour curve

A smiling call centre agent in a suit and headset beside a RosterElf roster for Northline Customer Care with agent, senior agent, team leader and late shift rows, captioned "Coverage built to your call pattern".

Build coverage against your call pattern, keep breaks staggered and let agents swap shifts with approval.

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No credit card required
Contract Call Centres Award · MA000023 You set the rates once
4.7 stars from 329 reviews on Google, Xero, G2 and Capterra

How RosterElf handles call centres

Call centre staff scheduling

Call centre staff scheduling

Call centre staff scheduling means covering the call pattern by the half-hour, not the day. Build a template for each daily pattern, stagger breaks so the queue keeps its agents, and let agents swap shifts with manager approval. RosterElf shows coverage and wage cost as you build, then sends approved timesheets to Xero or MYOB.
RosterElf weekly summary before publishing, showing 91.50 hours rostered, $3,075 wage cost, $33.61 average rate and 12 shifts, beside a smiling call centre agent wearing a headset.

Build the roster around the work, not last week's

Template weeksLive wage costStaff app
  • Copy a template week, then move cover to the busy days
  • Every shift costed at your pay rates as you build it
  • Publish to the staff app in one click
See rostering software

Swaps in the app, with approval

Staff appManager approval

Agents request swaps in the app and a manager approves each one. Swaps are on Core and Full Suite.

See shift swaps
You set the rates once

Call centre awards and your roster

Set the Contract Call Centres Award rates once in the pay rate builder and RosterElf applies them to every rostered shift. Check the MA000023 rates against Fair Work.
A RosterElf pay templates panel listing Hospitality level 1 casual 17 yrs, 19 year old level 1, Senior staff payroll B, Christmas Eve & New Years Eve and Swimming instructor, beside a woman working at a florist counter.

Set your award rates once, then roster with them

You set the rates onceMA000023

Which award applies depends on who employs the agent.

Which award covers which call centre

Contract Call Centres Award (MA000023)

Who it usually covers
Outsourced centres serving clients on contract
Where to check
Fair Work award summary MA000023

Clerks – Private Sector Award (MA000002)

Who it usually covers
Many in-house contact centres
Where to check
Our Clerks Award pay guide

Telecommunications Services Award (MA000041)

Who it usually covers
Telco employers
Where to check
Fair Work award summary MA000041

Check coverage on Fair Work (MA000023 summary) and in our Clerks Award pay guide.

  • Your pay rates and penalties, set up in the pay rate builder
  • Every rostered shift costed at the rates you set
  • Check each rule against your own award or agreement
See how pay rates work
Clerks Award pay rates 2026/27 Rates, penalties and allowances
Time and payroll

From clock-in to payroll

Staff clock in on a tablet kiosk or their phone, managers approve timesheets against the roster, and approved hours go to Xero or MYOB. RosterElf is not payroll software: it costs the timesheets and sends them to your payroll.

A smiling call centre agent wearing a headset beside a RosterElf time clock for Northline Customer Care showing an agent, senior agent and team leader clocked in, captioned 'Who was logged on at eight'.

Clock-in

A tablet kiosk or the staff app, with GPS recorded at clock-in, breaks and clock-out. The geofence can block clock-ins off site. On Core and Full Suite.

See time and attendance
A RosterElf time clock for all sites showing the Late tab with four staff 4 to 65 minutes late, beside a woman reading a tablet.

Timesheets

Worked hours land beside the rostered shift, costed at your pay rates, for a manager to approve before the pay run.

See live attendance
A smiling call centre agent in a headset beside a RosterElf approved hours list totalling 91.50 hours with a Send payrun button, captioned "Straight into Xero or MYOB".

Xero and MYOB

Approved, costed timesheets go to Xero or MYOB, so nothing is re-keyed. Your payroll still runs the pay.

See payroll integration
Resources

Call centre rostering templates and guides

Free templates, guides and job descriptions for your business.

Rotating shift roster template (Excel) Free download
Shift swap coverage template (Excel) Free download
Office administration rostering Guide
Receptionist Job description
Office administrator Job description
Data entry clerk Job description
Accounts clerk Job description
Office manager Job description
Customer service assistant Job description
Office & administration Rostering for this industry
Healthcare Rostering for this industry
Councils Rostering for this industry

Comparing tools? Read our guide to the best rostering software in Australia .

Try call centres rostering free for 15 days

Set your award's rates once in the pay rate builder and RosterElf applies them to every shift.

Start free 15-day trial Book a demo: we'll help set up your rates

No credit card 4.7 stars from 329 reviews on Google, Xero, G2 and Capterra

SUPPORT

Real support from people who understand your business

At RosterElf, support isn't a ticket system — it's part of the product.

More about our support

Our Australian-based team helps you set up correctly, understand award rules, and stay compliant as your business changes. No scripts. No offshore handoffs. Just real help when you need it.

  • Guided setup and onboarding

  • Award and payroll questions answered

  • Ongoing help as your team grows

Book a demo Talk to support
RosterElf support team on call
FAQ

Call centre rostering FAQ

  • It depends on the employer. Outsourced centres serving clients on contract usually fall under the Contract Call Centres Award (MA000023). Many in-house centres use the Clerks – Private Sector Award (MA000002), and telco employers may sit under the Telecommunications Services Award. Check your coverage with Fair Work before you set rates.

  • Most Australian contact centres run 7.6 or 8-hour shifts for full-time agents, with part-time and casual shifts of 4 to 6 hours to cover peaks. Your award sets minimum engagement periods, so very short shifts may not be lawful. Check the award or enterprise agreement that covers your centre.

  • Look at your call pattern by the half-hour for each weekday, then build a shift template for each pattern rather than one even week. Stagger start times and breaks so coverage holds through lunch. In RosterElf you see coverage and wage cost as you build, before the roster is published.

  • Let agents request swaps in the app and route each one to a manager for approval, rather than swapping by email or text. The approval step is where you check the replacement has the right queue skills. RosterElf updates the roster on every phone once the swap is approved.

  • No. RosterElf is rostering, time and attendance and HR software, not a workforce forecasting tool. You bring the call pattern from your phone system or your own reports, and RosterElf helps you staff it: templates per pattern, staggered breaks, swaps with approval and costed timesheets sent to Xero or MYOB.

  • Yes. Approved timesheets are costed with the rates you set in the pay rate builder and sent to Xero or MYOB, so payroll is not re-keyed. RosterElf is not payroll software; your Xero or MYOB account still runs the pay. Pricing starts at $6 per user per month, billed annually, plus GST.