How many hours can a call center agent work?
Consider offering your agents creative shift choices. Instead of a traditional eight-hour shift, you may allow your agents to work four hours in the morning and take additional hours at night. This way your call center can extend its hours but also keep peak hours staffed. This choice also allows your agents to maintain a better work/life balance.
Why is cross training important?
Cross-training is also a great idea for flexible work environments. You can train your employees in the duties of other departments so that you can move staff around in case of a worker shortage or an unusually high workload in a particular department. Cross-training means your agents will have more skills and be better able to improve the customer's experience.
Is flexibility desirable in call center?
Employees see flexibility as desirable, but employers are often wary of it. However, it provides a variety of benefits to the industry. These benefits extend from the agent's performance to overall call center operations.
Why Is Flexibility Important?
Research shows that happier employees are more productive employees – up to 13 percent more productive. Employees who enjoy flexibility in their worksituations achieve a better work/life balance, which leads to a high level of satisfaction and improved morale. Your company will be more likely to retain these workers, whic…
Benefits of Increased Flexibility
- Employees see flexibility as desirable, but employers are often wary of it. However, it provides a variety of benefits to the industry. These benefits extend from the agent’s performance to overall call center operations.
Improving Flexibility
- While flexibility offers many benefits, it is often a difficult transition for call centers. Keeping track of remote agents is not a simple task and can be time consuming for managers. Split shifts require careful scheduling and an adjustment by employees and management. People often fear change initially, but most adapt quickly, especially when th...
Greater Emphasis on Remote Agents
- Today’s constantly changing economic landscape demands that your organization be adaptable. In the last year alone, the number of remote workers has skyrocketed. Many of these workers will not be returning to the physical office but continuing to work from home. Other flexible work arrangements are also on the rise. You may be hesitant to embrace these changes, but doing s…
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