The Ongoing Challenge of Staffing in Contact Centers

By: Ned Rossini

Contact center staffing is a constant concern in the contact center world. It often ranks as the top priority for organizations. There’s a lot to consider, and it’s impossible to cover everything in one post. Here’s a high-level view of what you should focus on.

Work from Home (WFH) vs. Brick-and-Mortar

One of the biggest decisions in staffing is choosing between WFH and brick-and-mortar setups. Each option has its pros and cons.

For WFH:

• You can hire from anywhere in the U.S.
• There’s flexibility in pay rates.
• Approximately 98% of contact center workers prefer WFH.

For brick-and-mortar:

• It fosters synergy and the “call center hum.”
• Live training can be more effective.
• Data security is easier to manage.

Overall, I prefer WFH. Most agents want this option, which significantly expands my candidate pool.

Leveraging Scientific Data and AI Tools

Utilizing scientific data and AI tools can enhance your hiring process. These tools help identify the right candidates for specific roles. For instance, routine call types often require specific characteristics that can be measured.

Complex calls may suit different personality types. Using data-driven tools allows you to make informed hiring decisions and set candidates up for success. If you want recommendations for these tools, feel free to reach out.

Training and Transitioning Staff

Effective training is critical. If your approach is “get ’em in and get ’em out,” you will struggle with staffing. While few admit to this method, it’s more common than you might think. Good training creates a strong first impression. New employees share their experiences with others, influencing your company’s reputation.

Training is essential for retention and satisfaction.

Conclusion: Focus on Key Areas

There are countless factors to consider in contact center staffing, but focusing on these three can yield significant improvements. If you feel confident in these areas, let’s discuss other trends like pay rates, scheduling strategies, and company culture.

Lastly, as someone who has worked in outsourcing, I advocate for BPO partnerships. With the right BPO, you can navigate staffing challenges more effectively. It won’t be perfect, but it can lead to better outcomes, which is a win in today’s environment.