https://www.bluechipcallcenter.com/
Forget Wimbledon and Ascot. The World Cup is the biggest sports fixture this year, and with it comes the nightmare of dealing with absenteeism in the call centre. As Adrian Garton reveals, however, you don’t have to give your staff a red card – or even a yellow one – so long as you manage the process effectively.
When the sun is shining and the World Cup is on, pulling a sickie doesn’t seem to be a big deal for a call centre agent. However, the cost of absenteeism to the contact centre industry is significant – and probably one of the biggest issues up there with agent churn. This year’s annual “Contact Centre Benchmarking Report” by Merchants showed absenteeism figures to be up on last year from 8% to 11%. And when we consider that 3% is a manageable figure but anything over 5% loses a call centre money, these are frightening figures. The reasons behind such high levels of absenteeism do not stem from an unusually sickly workforce, but from lack of motivation and a somewhat blase attitude to the importance of attendance in the call centre. Unsurprisingly, then, when a contact centre employee wakes up and makes that split second decision on whether he or she will go in to work that day, it is the job of the effective manager to ensure that the answer is ‘yes’ as often as possible. Via – callcentrehelper.com One of the biggest challenges in call centers is to reduce the rate of absenteeism. The absence of agents is something that affects the whole business functioning as well as the services. Call centers handle some of the most critical business processes for their clients and hence, they have a lot of responsibilities. Excessive and regular absenteeism of agents could have a negative impact on the client process and hurt their business badly. Via - https://www.bluechipcallcenter.com/blog/8-simple-ways-to-reduce-absenteeism-in-call-centers/ It seems that nearly every contact center struggles to control absenteeism. No matter how accurate the planning is, when more people are missing than expected, the service suffers. Addressing this problem takes many forms and some solutions will work better in individual centers than others. A good place to start is analyzing the nature of the absenteeism. For the purposes of this article, absenteeism is defined as loss of staff who were scheduled to be available for incoming contacts. For example, when a shift bid is prepared for the upcoming quarter or longer, the schedules are defined on a generic basis without knowledge of who will want vacation during that period, which agents will be ill, training class schedules, etc. To account for these anticipated losses before the specific details are known, the planning process uses a placeholder for them called “shrinkage”. Via – blog.injixo.com Note – https://www.mioola.com/callcenteroutsource/post/144447/ https://www.bloglovin.com/@outsourcebackoffice/find-best-customer-strategy-with-pro-inbound https://5e5e61d47b2bf.site123.me/blog/unleashing-the-never-ending-benefits-of-call-center-outsourcing http://bluechipcallcenter.mystrikingly.com/ https://chatsupportservice.tumblr.com/post/630691434731880448/4-call-center-outsourcing-metrics-that-cant-be https://penzu.com/public/044d8e79 http://biznas.com/Biz-postsm92714_Meet-Customer-Demand-In-Time-with-Support-of-Call-Center-Outsourcing-Vendors.aspx#post92714 https://telegra.ph/Exploit-the-Advantages-of-Tech-Expertise-in-Call-Center-Outsourcing-Services-10-15 https://notebook.zoho.in/public/notes/s5srs76cbd041e6134b59a13478c33cbf16f3 http://sco.lt/50pNB2
0 Comments
|
AuthorThe writer of this blog post has worked as a telecom professional. She has a good grasp of technology and likes to write about latest technology trends in the telecom industry.Write something about yourself. No need to be fancy, just an overview. Archives
May 2022
Categories |