GoResponse Telephone Answering Service Staff

Flexible shifts can help staff retention

Call centres rely on having good agents on the phone to talk to customers.  These are the frontline staff that will promote a brand and can make the difference between callers having all their needs fulfilled or walking away feeling despondent or angry about a company.  Therefore, ensuring that telephone answering services agents are kept happy is essential, and using flexible shift patterns can work wonders.

Call centres can often see a low staff retention rate as a high level of employee turnover is seen.  This not only creates a lot of wasted time for management, but can impact customer service quality as well, as new agents continuously have to be trained up.  One sure way to help increase retention rates and create a better atmosphere for agents to work in is to implement a flexible shift pattern.

There are only a couple of rules when it comes to applying such a work scheme to any call centre.  Firstly, it is important that once a shift pattern is put into place, it is kept there for a minimum of 12 months.  This will allow staff to become settled, and will also provide executives with the data they need to see if the scheme has been beneficial.  Meanwhile, employees must be asked to do one anti-social shift per month, such as a Friday or Saturday evening.  This ensures that all telephone answering services staff members are treated fairly, minimising the risk of problems in the future.

Using a flexible shift pattern can significantly increase staff retention and job satisfaction, and could be the ideal scheme to introduce this year.

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