COACH ’ S CORNER
ILLUSTRATION PROVIDED BY ADOBE STOCK
TAPPING
INTO STAFFING ALTERNATIVES HOW THESE OPTIONS CAN HELP MEET INCREASED CUSTOMER EXPECTATIONS .
BY MARK PEREIRA
As the customer service industry evolves and customer expectations rise , call and contact centers must look to innovative staffing alternatives to traditional onsite hiring to meet operational demands .
From bringing on seasonal workers to hiring remote employees , these staffing alternatives can help companies provide quality customer service without making agents feel that they are being spread too thin .
With the right approach , businesses can benefit from flexible staffing solutions that meet their needs and provide customers with the service they deserve . During the COVID-19 pandemic , these solutions became even more critical for contact centers .
36 CONTACT CENTER PIPELINE
So , let ’ s look at the baseline , which is Onsite Staffing . The traditional approach to staffing a call center is hiring full-time or part-time employees onsite . Utilizing this approach , companies can ensure that their customers ' needs and expectations are met quickly and effectively .
WITH THE RIGHT APPROACH , BUSINESSES CAN BENEFIT FROM FLEXIBLE STAFFING SOLUTIONS THAT MEET THEIR NEEDS ...
Benefits of onsite staffing :
1 . Increased control over customer service operations .
2 . Ensured customer satisfaction . 3 . More personalized customer service .
4 . Increased employee loyalty and motivation .
Drawbacks of onsite staffing :
1 . High cost of hiring , maintaining , and managing staff , renting office space , and purchasing equipment .
2 . Long-term commitment to staffing costs , such as healthcare benefits .
3 . It is challenging to scale operations up or down with fluctuating demand due to space limitations .