5 Tips for Your Call Center Staffing
Before Staffing Your Call Center
Being new to the call center industry can be tricky. You first need to establish a team that knows what they’re doing and how to do it correctly. Not only do you have to have the correct number of workers to handle call volume, but you need to also make sure they are happy and don’t experience burnout.
GL Staffing has put together a “quick start” guide to create the perfect call center staffing plan. Below youll find out top tips for creating a perfect call center.
Crunch The Numbers
The first thing to make sure of is that you have enough employees to handle all of the calls. If you’re overstaffed, you’re essentially throwing away money. If you’re understaffed, you could lose customers and won’t meet company goals. Being understaffed can also lead to employee burnout.
Figuring out metrics such as incoming calls, average call time, and service level is a good way to see where your staffing numbers are.
Expect the Unexpected
Never expect that you’re fully staffed. Unexpected events can occur at any second. Your staffing plan needs to be prepared for employees calling out sick, going on vacation, or going to appointments.
It’s important to remember that your call center staffing is made of humans and not robots. Life can be unpredictable so make sure you’re prepared for when it occurs.
Holiday Time
No one enjoys working around the holidays. Around this time is when employees will begin to request more time off in order to spend more time with their families.
A great solution to this is to allow temporary remote work for employees around the holiday time. Recent events have taught everyone how the process works so it shouldn’t be hard to implement.
Call Center Attrition
A big issue with call center staffing is call center attrition or high turnover. Reducing the amount of turnover would make it possible to save money and time from training new employees.
Lack of motivation and recognition or two of the biggest reasons for people leaving call center positions. This can be eliminated by offering compensation, rewards, recognition programs, and work-from-home options.
Hire the Right People for Call Center Staffing
Last;y, your call center will only be as good as the people answering the phones. You want someone who has the skill but also the drive to do better. It’s always good to find people that plan on staying for a long period of time.
GL Staffing and Call Center Staffing
Call center staffing can be a tricky thing. GL Staffing has the resources to make it easy. We can help you find the perfect candidates for your call center staffing needs. If you need workers, visit our contact page today.
