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The Importance of HR in a Contact Center

September 16, 2016 Veronica Chimney

HR should play a huge role in your contact center in order for employees to achieve the best possible results. If you’re currently experiencing a high turnover of call center employees, it’s time to rethink your HR practices in order to enhance employee happiness, and in turn, increase the overall success of your call center.

  1. Employees Need HR
     
    Working in a call center is one of the most stressful jobs imaginable due to the unpredictable nature of the work. Cold calling is often difficult to contend with, as the employee is likely to be met with an annoyed or even irate person on the other end of the line. When nerves are running high, it’s likely that your business will be met with a huge turnover rate. In order to keep employees happy and relaxed, you should think carefully about the role of call center HR. A team of HR professionals should be in place to work with your employees on relaxation techniques and ways to cope with angry customers.
  2. Keep Up With The Latest Technology
     
    Your HR team should do their best to research the ever-changing technology in the BPO industry and hold regular meetings to update the employees. If there are new ways to reduce the workload of call center employees, the HR team should be able to make the entire team aware. Simple changes in technology to make the lives of employees a bit less stressful is always an excellent way to ensure a higher level of employee satisfaction and success.
  3. Properly Train Employees
     
    The role of call center HR has a much broader scope than many call center business owners and managers often realize. In addition to working with employees on a regular basis to improve coping skills in this often stressful industry, the HR team should take time to properly screen and train each employee. Since many call center employees enter this field for an immediate source of money after graduating from college, it’s wise that the HR team take time to be open and honest with each potential candidate about the nature of the job. Being honest with potential employees about what’s expected of them can help prevent high turnover and loss of revenue for the company. An experienced HR professional should be able to accurately choose candidates with the right personality and experience for the job, and their training program should give employees the skills they need to be successful in their new position.

    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.