The First P: People

In my last blog post, I discussed what to consider when choosing a contact center partner. Today, I’ll cover the first of the three Ps of contact center outsourcing: People.

Key Personnel

People are crucial for success, even with the rise of AI and technology. This category includes key personnel who manage projects and relationships. These leaders may come from Operations, HR, Training, IT, and more. Clients typically have specific contacts for each area.

Experience and tenure are vital here. While there’s no perfect number of years, having seasoned individuals in these roles is important. For instance, a new trainer may not be effective. Ask your vendor about their management or career development programs. Frequent turnover in trainers can strain resources and lead to loss of vital knowledge. Ideally, there should be a balance between new ideas and experienced staff.

Responsiveness

Another aspect to assess is how responsive these individuals are in real-time. When issues arise, quick responses are crucial. Slow reactions can lead to frustration. Check if the decision-making process is bureaucratic or if team members can act independently. A streamlined decision-making process fosters efficiency.

Pay attention to how involved key personnel are during the relationship-building phase. If they aren’t engaged before you sign on, their involvement may not improve once you become a client.

Staffing Levels

The second category of People is more measurable: the actual number of staff working on the project. This includes agents handling calls, chats, and other interactions. A significant challenge in the contact center industry is having enough staff to meet demands. If your vendor promises a headcount of 25 but only 14 show up, problems will arise.

Learn about attrition rates, training success, and workforce management strategies. More importantly, understand the workplace culture. Do employees enjoy their jobs? What is the hiring process like? Is it thorough, or do they take a more casual approach?

Conclusion

Finding a partner that prioritizes hiring, maintains a positive culture, and offers career advancement is essential. The challenges of hiring and retaining staff are real, but these issues can be managed effectively with the right partner.