To attract contact centre talent moving forward, contact centres need to adapt to changing workforce preferences and values.
Here are some strategies that contact centres can implement to attract top talent.
Embrace flexible work arrangements
With the rise of remote work, many job seekers are looking for positions that offer flexibility. Contact centres can offer flexible scheduling and work from home options to attract top talent.
Offer competitive compensation
Competitive compensation is a key factor in attracting and retaining talent. Contact centres can offer competitive salaries, bonuses and benefits packages to entice top talent in their careers. Contact centres can offer training and development programs, mentorship opportunities.
Invest in employee development
Employees want to feel like they are growing and developing in their careers. Contact centres can offer training and development programs, mentorship opportunities and career advancement paths to attract top talent.
Foster a positive work environment
A positive work environment is crucial for attracting and retaining talent. Contact centres can create a positive workplace culture by promoting employee recognition, offering team-building activities and providing a supportive and inclusive work environment.
Use innovative technology
As technology advances, job seekers are looking for positions that utilise innovative and cutting-edge technology. Contact centres can attract top talent by offering advanced technology solutions, such as artificial intelligence and automation, to improve the employee experience and streamline operations.
Emphasise the importance of the customer experience
Many job seekers are looking for positions that make a positive impact on the world. Contact centres can attract top talent by emphasising the importance of the customer experience and how their work contributes to improving customer satisfaction and loyalty.
Work from home for contact centre leaders and agents
Work from home (WFH) has become the norm for contact centre leaders and agents. The COVID-19 pandemic forced many companies to shift to remote work arrangements, including contact centres and with recent surveys suggesting that leaders and agents prefer to work from home than take a higher remuneration, there is no plan for this trend to abate.
WFH arrangements offer several benefits for both contact centre leaders and agents. For leaders, it can reduce overhead costs associated with maintaining a physical office, such as rent, utilities and equipment. It can also expand the pool of potential employees beyond those who live within commuting distance of the office. Additionally, WFH arrangements can allow for more flexibility in scheduling and staffing, which can improve overall efficiency.
For agents, WFH arrangements can offer greater flexibility in terms of work-life balance. Eliminating a commute can save time and money, while also reducing stress. Additionally, agents may appreciate the ability to work in a more comfortable environment, such as their own home. This can lead to improved job satisfaction and reduced turnover rates.
“As we all know the COVID-19 pandemic accelerated the trend towards working from home and because of its popularity this is something that will continue in the future,”said Julie-Anne Hazlett, Head of Strategy for Call Design. “WFM tools need to support people working from anywhere. It is essential to not only provide real-time access to schedules via a mobile app but increase the amount of autonomy and flexibility staff have over when they work so that having a sick child or needing to go to the doctor doesn’t mean they have to take a sick day or find someone to swap their entire shift.”
While there are challenges associated with implementing WFH policies and it will remain a work in progress, the benefits of increased flexibility, cost savings and improved job satisfaction are significant.
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