FEATURE
MARK PEREIRA : I ' ve noticed and even worked in a few call and contact centers that used a variety of staffing agency models , such as :
1 . Temporary ( short-term ): agents working for the staffing agency who are assigned to clients for peak call volumes or short-duration projects .
2 . Permanent hiring : where agents work for the staffing agency for the entire duration of the agency ' s contract with the client .
3 . Temporary to permanent ( temp to perm ): agents working on a trial basis for the client and , if successful , are brought on board for it permanently .
Contact centers tend to use the permanent hiring approach if the candidate perfectly matches or exceeds their expectations and when hiring for smaller call or contact center teams such as a team of 12 agents or less .
However , for medium to large centers , staffing agencies are a norm . Usually , you will see a temporary to permanent approach .
Regarding special projects , such as introducing a new product or service , agents are temporarily brought in by a staffing agency and then moved to another project .
Further , some centers may bring an agent in through a staffing agency and leave them with the staffing agency for their complete tenure , and this may be based on contractual agreements .
WHAT ARE YOUR RECOMMENDATIONS TO CONTACT CENTERS TO ENSURE THEY HAVE THE NEEDED STAFF ?
MOLLY CLARK : To recruit and retain staff , employers need to offer competitive wages and benefits . You can see how retail and healthcare are improving in the CX space because they understand their competitive advantage is their experience .
The firms that can pay more will bring in higher-quality talent , which goes back to flexibility and the work-life balance , especially in the contact center space .
After compensation , investment in employee development and training is the second greatest aspect of ensuring your contact center is correctly staffed .
We often poll our clients about how much time and energy they invest in training their resources . Yet the responses show that it is often a second or third priority .
The takeaway here is that training should be a higher priority for contact centers . You want to pay employees well , and you want them to have flexible time , but are you also providing the skills in a way that translates to improving within the organization or that makes them a little more valuable ?
The answer to this question is all a part of creating a company culture curated at every level : using AI and ChatGPT to improve job efficiency and training and creating a culture that attracts good people .
“ COMPANIES MAKE THE WRONG HIRING DECISION MOST OF THE TIME . IT ’ S A LONGSTANDING AND CHALLENGING PROBLEM BUT IS SOLVABLE ...”
-- BRENT HOLLAND
BRENT HOLLAND : There are many steps centers can take to ensure they have the right people when needed . However , for brevity ’ s sake , I outline eight suggestions to create the biggest and most immediate impact .
1 . Expand recruitment and opportunities to include older workers . As outlined in the March 2023 Contact Center Pipeline article , “ Looking Beyond the Wrinkles ”, older workers are more reliable , stay longer , have lower absenteeism , upskill the workforce , and do not cost more to employ .
2 . Optimize staffing levels . Adopt a capacity planning tool to determine the optimal number of staff required to meet service level targets while minimizing costs .
3 . Implement safety staffing rules . Consider adopting safety staffing rules that ensure idle agents can handle unexpected spikes in call volume .
4 . Review and update recruitment guidelines . Regularly evaluate recruitment and staffing guidelines to align with changing jobs , industry trends , and best practices .
5 . Enhance training and support . Invest in continuous training programs to equip agents with the necessary skills and knowledge to handle customer inquiries effectively .
6 . Improve working conditions . Create a more positive work environment by addressing salary , facilities , and working conditions on-premise . Ensuring remote employees have the right working conditions allows them to work safely , effectively , and comfortably .
7 . Monitor and address burnout . Implement strategies to track and manage burnout , including workload management , regular breaks , and promoting work-life balance .
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