Are you looking for a way to find better-quality people to staff your call center? Is your turnover rate unacceptably high? One national home improvement chain found an innovative way to cut its “90 day” turnover from 45 percent to just 16 percent. The company turned to recruitment process outsourcing (RPO), a growing trend in which companies outsource all or part of their hiring functions.
Staffing call centers can present unique challenges since personnel needs fluctuate widely. Businesses may increase staff to support a major initiative, such as an acquisition, or expansion, or for busy times of the year. Companies that provide group health insurance, for example, have a huge uptick in calls during the open enrollment period. Retailers experience a surge during the holiday season. But at other times the need shrinks, creating dramatic shifts and a constantly changing environment.
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Staffing call centers can present unique challenges since personnel needs fluctuate widely. Businesses may increase staff to support a major initiative, such as an acquisition, or expansion, or for busy times of the year. Companies that provide group health insurance, for example, have a huge uptick in calls during the open enrollment period. Retailers experience a surge during the holiday season. But at other times the need shrinks, creating dramatic shifts and a constantly changing environment.
Read More Article...
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