Call Recording Featured Article

The PeopleMatter Institute has released the results of its fourth annual “How Hourly Workforces Work” survey, and it contained some interesting insights.

One of the key findings indicated that the use of technology in key workforce management processes has resulted in increased automation. Over the past three years, a large number of companies were found to be moving away from the traditional pencil and paper methods of management and toward more software-driven solutions; the survey found a 75 percent decrease in traditional manual processes since 2012. Clearly, more and more organizations are finding it more efficient to turn people-related tasks such as those found in contact centers, like scheduling and payment management, over to automated software services.

This transition toward greater software integration is becoming increasingly important in service industries like contact centers due to a high level of turmoil being experienced at the upper levels, which found that in general, service industry managers are being turned over at an astounding rate of 314 percent annually. With so much change occurring, having a reliable management service remain as a constant is a must for any organization in the service industry.

Another area where software is increasing its presence is in onboarding new employees. Bringing new contact center workers up to speed as quickly as possible is a critical part of the hiring process, helping to keep the workforce as large and productive as possible. The PeopleMatter survey found that using some sort of workplace management system to aid with onboarding helped produce a 124 percent increase in workplace compliance.

The contact center industry is an example that can experience enormous benefits from using technology in its workplace management systems, as a high degree of employee turnover also requires large numbers of employees to be on schedule and on the same page at all times. Using automated personnel management software is a huge step organizations can take to help achieve this goal.

This year’s PeopleMatter survey featured 974 participants all across the spectrum of service industries in general. The survey looked into the management, hiring, and training processes of businesses across all industries.