People play an important role in any company. In Customer Service operations the people element of Contact Centres becomes critical as typically it represents 60% plus of the centres costs.
Many companies today are either refining and / or expanding their Contact Centre operations through adoption of Contact Centre World’s Best Practices (BIC) in the areas of strategy, people, process and technology. Telephony and people are the two major costs in any Contact Centre and greatly influence its operational efficiency and effectiveness.
Therefore BIC HR Contact Centre practices must be established that will enable the recruitment and retention of the most competent personnel within each operation, to deliver the specified sales and service objectives.
Contact Centres need to maximise the utilisation of human capital, whilst at the same time reducing and refining the HR process and human wastage which is a straight, bottom line cost.
The following are the key parameters needed to provide consistency across Contact Centres in the specific Human Resource areas of:
- Role Purpose - the requirements of roles
- Job Descriptions - what people are expected to do on the job (role tasks and activities)
- Role Competencies - what people need to have and how they need to behave to achieve business results (KPI’s); with success & failure points defined
- Recruitment Methodology- how the best people are acquired from the available labour pool (including the identification and targeting of that labour pool)
- Remuneration & Reward - how people might be rewarded and incentivised to reflect organisational objectives
- Induction & Structured Training - what training people might need to achieve appropriate competence
There are only a few critical points that any organisation needs to influence in order to maximise the capability of its people. Simply, if these points are well managed, at the point of greatest impact, a Contact Centre can save an enormous amount of money and more importantly can utilise both the time and money saved to invest in making more money, in a far more rewarding manner.
While Contact Centres will ultimately always control the success of their staff, there are a range of clearly influencable entrance points. If managed uniformly, these can significantly reduce costs, provide consistency and knowledge sharing, boost retention & IP and create a common language across all Contact Centres, irrespective of location.
Annualised, the bottom lineinvestment in controlled standardisation and up front management of critical points of influence (hiring, training, performance management & remuneration) will at the very least be in excess of 30 times the investment required to develop both the environmental understanding and the tools to manage disparate workforces. The top line return with more appropriate utilisation of staff however would achieve more than 200 times the initial investment.
Lorem can develop a complete Human Resource for companies Contact Centre operations that will ensure the best staff efficiency and effectiveness.