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Enhance Call Center Productivity With HR Involvement

October 14, 2016 Veronica Chimney

If you run a call center, your main focus is probably on efficiency at all costs. Of course, call centers rely on efficiency to gain the best results, but you might be surprised by how to attain a high level of efficiency from employees.

  1. Improve Employee Morale

    Call centers are notorious for producing unhappy employees, and in turn, productivity suffers. Some call centers attempt to break the cycle of disinterested employees by implementing a rewards system for placing more calls. However, this often backfires, as the pressure to make more calls increases and the employees actually end up feeling more discouraged than before. While incentives have the potential to work well, bringing in a strong HR team to a call center environment has a much bigger chance to have a positive result on employees.

  2. Create Happy Staff

    The ultimate goal of HR in any company is to create a work environment that both employees and employers can feel comfortable in. Without a qualified and experienced HR team in place, it’s likely that your workplace will suffer. It’s essential that every employee be treated fairly as a valued member of the team to keep call center productivity high. In call centers, it’s easy for these employees to simply feel like a cog in the machine. This leads to a drop in meaningful work, and the final result is a blow to the company as a whole. If your main priority is keeping your employees happy, take the steps toward hiring an HR team to help you reach your goals.

  3. Change Your Business to Reflect Customer Needs

    As customers continue to enjoy engagement with companies, call centers are wise to change their policies to reflect this desire. In order for employees to be effective in all channels of communication, HR should step in to provide training and guidance. When every employee is confident in his or her abilities and is excited about the work, your business will thrive.

  4. Act Quickly

    If you do not currently have an HR team for your call center, consider starting the process to hire an HR leader immediately. However, be sure to take some time to conduct a bit of research on what to look for in HR professionals before hiring. For best results, consider applicants with previous experience in HR, or those with HR or communications degrees. Once you add a team of HR professionals to your workplace, it’s likely that you’ll notice a change in call center employee engagement.

Veronica Chimney

Veronica Chimney is the Senior Vice President of Human Resources and a 20 year veteran of the contact center/BPO industry. Veronica leads the global HR team at Etech to reinforce a strong company culture. She is responsible for global labor relations, employee engagement, leadership development programs, benefits, diversity and inclusion, corporate social responsibility, and human resource strategies that support the achievement of Etech’s business goals and objectives. Veronica is an active member of the national and local chapters of the Society of Human Resource Management.