Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK

THE NEXT EVENT STARTS IN: 7 DAYS - REGISTER NOW -

Upcoming Events

CUSTOMER EXPERIENCE BEST PRACTICES

CUSTOMER LOYALTY

ARTIFICIAL INTELLIGENCE AND TECH SOLUTIONS

WORKFORCE MANAGEMENT

TRAINING IN CONTACT CENTERS

How to improve employee engagement with creative scheduling strategies - injixo Ltd - ContactCenterWorld.com Blog

How to improve employee engagement with creative scheduling strategies

When we talk about employees that are “engaged”, what we actually mean are those employees within your call centre that are motivated, enthusiastic about their company and excited about their future with that company. Essentially, if you are truly engaged at work it means being professionally happy. This is a huge trending topic in the call centre sector currently, and rightly so because of the nature of the work and the resulting impact on customer service.

A recent study suggests that just over 70% of employees are actively engaged. This means that the remaining 29% are either satisfied but not contributing, or contributing and not satisfied, or worst of all actually, actively disengaged.

Some suggestions are that as many as 10% of employees display such a level of hostility that they are actively sabotaging the activities of their colleagues.

The drivers of employee engagement vary between men and women and depending on the age of the employee. It is easy to throw ideas around when talking about work / life balance, some organisations have installed games rooms, healthy eating options in the canteen and so on. These are all valid options and increasingly becoming the norm, however from a call centre point of view. Is this merely paying lip service to the issue and ignoring the real challenges?

There are control factors that the organisation can put in place to impact the workplace engagement. Thinking about Workforce Management, in the face of everyday pressures from things like managing shrinkage, controlling absenteeism, random unpredictable weather events, changing client demands and technological restraints, the focus is of course on the customer historically, but more and more there is a realisation that engaged employees are more likely to feel a sense of responsibility, urgency and ownership that positively impacts customer experience.

In order to get it right and meet and indeed, succeed the expectations of the employee and the customer, it’s vital to come up with a creative approach to scheduling. More often than not, it’s the everyday dilemmas which pose the biggest problems. Every day, planners in the real world of call centres find themselves in positions where the demands of the business and liquidity of the available resources require creativity in order to successfully address the delicate balance of efficiency of the operation and the preferences of the employee. It’s the latter which has been voted the biggest challenge in call center scheduling.

Introduce incentivised Scheduling

Effective and creative scheduling can be used as a powerful incentive in the right hands. For example in a successful sales campaign, you can use gaps in scheduling as incentives where staff would be allowed to leave early if they’d gone above and beyond their sales targets. Nothing gets a good sales person firing on all cylinders like the opportunity to spend some hard earned bonus dollars on a few extra hours in the pub on a Friday afternoon.

In the planning world the priority is often on the busy periods and maximising resources at peak times. The troughs are less of a focus and can potentially become unavoidable resource black holes where ‘wait’ or ‘ready’ times can creep up. A keen eyed analyst is able to highlight these and use them to their advantage, in this particular case as an effective reward for a job well done.

This flexible approach really helps to reinforce staff engagement with the planners and also goes a long way to dispelling the negative connotations of Orwellian control some Resource and Planning departments can become tarred with, especially when introducing the process and tools for the first time to an existing workforce.

There are of course many other ways that call centres can incentivise staff for accepting some more flexibility in the shifts they are prepared to work. Some US-based organisations have introduced limits to pay increases and promotions to staff unless they are prepared to be flexible in the shifts they are willing to work.

A possibly better incentive could be to allow bidding to take place on different shifts. This can be successfully adapted so that the operation gives choices to agents in hours worked and agents then bid for pre-optimised shifts. This is a win-win-win scenario. The business wins, the customer wins and the employee wins, everyone’s happy. An extension to this idea is the use of shift swaps, clearly nothing new about this tactic no matter what industry, but some call centre organisations have a blanket ban on this because of the administrative headache it can cause. For example, how does it impact employee contracts, does it take into account skill proficiency levels, etc. However this approach, if technically possible to automate effectively, can engage and create a sense of empowerment with the employee.

Introduce availability Priority Levels

Another creative suggestion was to create different levels of schedule availability. Categorised in 3 ways, for example as High, Medium and low level. High level, where there is a significant family commitment, i.e. single parents who need to pick up sick children. An example of a low level commitment would much less life critical but maybe important for the individual and their work/life balance, i.e some form of sporting commitment. If everything matches up, it would be classified as a nice to have. If this is communicated well it’s possible for employees to define for themselves what is high or low level availability.

This way, the guy who wants to go and play for his 5-a-side football team is perfectly cool with the single mother going before him, even though she also had the “good” shift, last week. This suggested approach is for long term availability. In short term availability for example, funerals, emergency dentist appointments, etc. It would be possibly the team leaders that take an ad-hoc decision, based on the impact of service on the day.

Introduce ‘Home Workers’

The use of home based workers is increasing dramatically and can be a creative way of dealing with increasing demand, and limitation on capacity. According to Ovum the number of home based contact centre agents in the UK will reach 160,000 by 2017, with a compound growth rate of 17.5% per year.

This approach is a great way of covering the M-curve, with increased flexibility in the scheduling approach and home workers can take advantage of this more than most. Home based workers find that split shifts are much easier to manage around their home life when the commute to the office is no longer required. It’s also been argued that by tapping into the home-worker market organisations are able to recruit better calibre agents. Additionally, the advent of cloud based technologies means that home based virtual workers have the same access to the systems as on-site based agents. There are now 3 clearly defined categories, fully-virtual home workers, locally-based home workers and hybrid home workers that can work in a split environment.

Scheduling is the heart of any effective workforce planning strategy, and more specifically optimised scheduling is the art of getting it right. As with any art form there must be a creative spark in order for that process to achieve it’s desired outcome.

“Your clients are not the most important. Your staff are the most important. Take care of your staff and they will take care of your clients.” - Richard Branson.

Source: https://blog.injixo.com/us/workforce-management/how-to-improve-employee-engagement-with-creative-scheduling-strategies/

Publish Date: September 9, 2016 5:00 AM


2020 Buyers Guide Inbound Call Handling Services

 
1.) 
3Fiftynine

Branches
Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.

2.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

3.) 
Connect Assist

Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
(read more)
PH: 07973640527

4.) 
Jointly International Inc.

Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Helpdesk
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Verification
* Surveys
* Debt Recover, Collections
PH: +61 7 5660 6284
 



View more from injixo Ltd

Recent Blog Posts:
How to improve employee engagement with creative scheduling strategiesSeptember 9, 2016 5:00 AM
10 expert tips for a successful Workforce Management job interviewAugust 24, 2016 5:00 AM
Your call center forecast is probably missing this critical factorJuly 28, 2016 5:00 AM
[Podcast] Top tips to maximise your call centre web chat strategy - Part 1/2July 20, 2016 5:00 AM
10 daily habits of successful workforce planners - Part 2/2June 29, 2016 5:00 AM
How can I make Omnichannel work in my Call Center?June 20, 2016 5:00 AM
Is Customer Obsession a double edged sword?May 31, 2016 5:00 AM
Where is your contact center spend going?May 10, 2016 5:00 AM
Rise above the average: The importance of measuring variabilityApril 18, 2016 5:00 AM
How do I control absenteeism in my contact center?February 1, 2016 5:00 AM

Survey - Online Event

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed = True
session blnCompletedAwardInterestPopup = False
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =