Part of your job as an insurance agent is to help your clients with best practices that reduce their legal liabilities. Though staffing business insurance can address the many risks and exposures of daily operations, some situations require a little more experience and insight to deliver sound advice. One of the more current issues staffing centers are dealing with is a labor shortage, and when it comes to filling call centers, this is problematic. Find out how to encourage your clients in their staffing concerns.
How Do I Keep My Call Center Staff Happy?
One of the leading problems within any company is employee morale and engagement, but this is a more serious problem for call center operations. High turnover rates impact the quality of services delivered, potentially ruining a company’s bottom line with poor productivity and service. Hiring practices are just one of the things that need to adapt to the labor demand and pool of applicants, but securing the right talent that will stay for a while requires additional efforts.
Invest in Training
Employees are happiest when they are engaged, valued and capable of seeing their potential. A call center environment has plenty of opportunities to meet these needs but investing in training can foster happiness more quickly. Training and cross-training give your employees the ability to handle more assignments and give them challenges to engage and challenge their abilities.
Create a Community
A thriving call center full of happy employees needs to have a culture that embraces each element of diversity that is in the staffing mix. It can be easy for recruiters to simply fill hiring gaps according to diversity quotas, but this won’t do anything to create a community of employees that appreciate the experiences, backgrounds and educations that bring the team together.
Anticipate the Surprises
Things that can cause low morale and unhappiness should never catch an administrator by surprise. Wage inflation and technology changes are two things that can cause staff to lose heart or jump ship for another company. Preparing in advance to address these changes can put a company on the offense while maintaining staff happiness rather than on the defense.
How Do You Build a Staffing Model in Call Center?
In addition to guidance for how to help current staff, insight into recruiting the right team members can help a call center improve productivity and retention rates. Workforce planning can help with anticipating staffing needs while analyzing call data can provide detailed insight into call types, patterns, length and resolution trends. Working with shift schedules can address the demands from the data, but a strong performance management plan can ensure the highest quality for each call.
While you work with your clients on the best staffing business insurance plans for their needs, offer practical advice for addressing trending issues within the industry. These tips can help with staffing and morale.
About World Wide Specialty Programs
For the last 50 years, World Wide Specialty Programs has dedicated itself to providing the optimal products and solutions for the staffing industry. As the only insurance firm to be an ASA commercial liability partner, we are committed to that partnership and committed to using our knowledge of the industry to provide staffing firms with the best possible coverage. For more information about Staffing Professional Liability Insurance or any other coverage, we have available to protect your staffing business, give us a call at (877) 256-0468 to speak with one of our representatives.