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Call Center Staffing: How to Overcome Your Hiring Issues - The Connection - ContactCenterWorld.com Blog

Call Center Staffing: How to Overcome Your Hiring Issues

For many companies that operate their customer service call center internally, staffing is an ongoing concern. This is currently an even larger concern in an environment where the national unemployment rate is only 3.8%.  This can be both daunting and frustrating. With that in mind, here are a few tips on overcoming hiring issues:

How can you overcome your hiring issues?

      • Hire a recruiting firm that specializes in call center staffing. Recruiters may know the marketplace better. They can provide input on where to look for and uncover and secure top talent for their clients. They can provide advice on the current wages necessary to drive applicants to your organization.
      • Make the most of social media. Post alerts about new openings and encourage social followers to share. More importantly, post about your company and your culture. It is a very competitive marketplace, so why should someone choose to work for you over another call center?
      • Enlist your current employees. Referrals are a key source of new recruits. Current employees can speak first-hand about what their job entails and the working environment. Motivate and reward your employees with incentives if they make referrals.
      • Renew your focus on retention. Retaining a current, qualified employee is far less costly than recruiting a new one, and employees who love their job are most likely to promote your call center in a positive light to prospects.
      • Increase wages. Make sure you are offering a competitive wage, or it make not happen.
      • Broaden your benefits package with non-traditional offerings your employees are asking for.
      • Never stop building relationships with candidates because fluctuating needs are a hallmark of most call centers. You will always need a backup list of qualified people to call.
      • Give yourself more time.  It is unlikely that you will find people who are unemployed and qualified to do the quality work that is important to you.  It takes time to compete and attract new recruits, it takes time to interview and select, and it takes time for qualified applicants to give proper notice to their future ex-employer.  The whole process is going to take longer, and recognizing that up front and allotting for that extra time could make all the difference.

Outsourcing May Be the Answer

We mentioned earlier the possibility of hiring a recruiter. Outsourcing the recruiting function may help, however you may also want to consider if this the time to work with an customer service outsourcing company, or at least a good time to discuss your situation with an outsourcer. They may have the type of people you are looking for because recruiting, training, and managing qualified talent is what they do for a living.  

And if the tight labor market is going to be around for a while, outsourcing your customer service function may be a longer term solution.

Source: https://blog.theconnectioncc.com/call-center-staffing-how-to-overcome-your-hiring-issues

Publish Date: June 6, 2018 5:00 AM


2021 Buyers Guide IVR

 
1.) 
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.

2.) 
Computer Data Services, LLC

VIRTUAL PBX
Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere

3.) 
eGain Corporation

eGain SmartIVR
eGain SmartIVR is an over-the-top solution to modernize IVR systems. Businesses can offer smartphone callers an easy choice to resolve queries via digital messaging and intelligent self-service. And they can optimize the IVR experience with end-to-end analytics.

4.) 
Megacall

Virtual Switchboard
Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.

Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.

5.) 
MightyCall

MightyCall's IVR that will increase your business’s efficiency at a fraction of the cost of a secretary. Your auto-attendant is designed to:
- Greet callers
- Deliver necessary information
- Forward calls to the appropriate extension
- Take human error out of the system

6.) 
Nuxiba Technologies

CenterWare
Provide your customers with an effortless self-service experience. Easily create menus using predefined or custom prompts and data dips and route customers to live agents when needed.

Enable your customers to make payments and access information 24/7 at their convenience. Request a quote or live demo today.

7.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring

8.) 
Teckinfo Solutions Pvt. Ltd.

IVR Edge
IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.
 



View more from The Connection

Recent Blog Posts:
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Interpreting a Call Center Metrics Dashboard with The Connection®February 13, 2020 5:00 AM
Benefits of Outsourcing Your Appointment Setting ServicesJanuary 30, 2020 5:00 AM
Customer Service Trends to Look Out for in 2020January 16, 2020 5:00 AM
Causes of Inaccurate Call Center Workforce Forecasting & How To Avoid ThemNovember 21, 2019 5:00 AM
Call Center Staffing: Best Practices for an Outstanding TeamOctober 31, 2019 5:00 AM
It's All in the Numbers: Your Ultimate Guide to Call Center MetricsOctober 17, 2019 5:00 AM
Customer Satisfaction Metrics: What You Should Know About CSAT and NPSMay 30, 2019 5:00 AM
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