Call Center Hiring: Don't Skimp on Scheduling
Businesses today operate so diversely it can be hard to say who is “doing it right” and who isn’t. On one hand, you can have a small startup with no HR department or management in place dedicated to on boarding and caring for employees as their sole job, and still succeed in everything you do. Business is good, workers are satisfied – or on the flip side, you can have a giant corporation with staffing dedicated to every function of support employees may need, and still be getting everything all wrong.
It’s neither here or there when it comes to how to properly handle your workers. But the same is true for all businesses – and especially in the call center. You must get scheduling right. Without a good scheduling plan in place you’ll suffer from insufficient coverage during peak times, too many people off on the same day – or worse, agent burn out, turn over and eventually no one to fill the seats.
Call center scheduling tools help ease the burden of call center managers who must maintain quality scores and consistent care for a business. These tools deliver insight into schedules for teams and individuals and some even offer the ability for users to take days off and plan via one easy to use interface.
What most companies don’t think about is the burden hiring and staffing can have on managers who also have other core tasks to worry about. A recent Customer Think article looked at some of the things managers should be doing if they want to get hiring and staffing right in the call center.
Not only is it pertinent to properly describe the job function when vetting for new hires, but it’s also important to discuss and make clear the scheduling needs for the role from the get-go. Many call centers run centers that take calls around the clock – that may mean occasional weekend shifts or necessary off hours. This isn’t something to be sprung on a new hire by surprise after hiring. Discuss those in advance so everyone is clear.
Another great tip is to have other peers join in the interviewing process; they are most familiar with the work that is going to need to be done and may have a good sense if a candidate will be a good fit or not. Most importantly of all, be sure to give your employees –new and old – a great environment to work in. Call centers are pretty stressful places to work, so be sure to offer praise when it’s due and go the extra mile to make them feel appreciated – it will do wonders in the bigger picture.
Edited by Alicia Young