Calling all Call centre HR professionals!

Would anyone be kind enough to share with me what you would regard as your top 3 difficult HR challenges are when providing a service to managers in a call centre.....?  i dont currently work in thie environement but would like to explore it a little more, research has shown me that there are many so i wondered if anyone could narrow it down a little more?

Any responses greatfully received!

Natasha

Hello Natasha

I've worked in a couple of global organisations UK based Call/Contact Centre within the Financial Services Industry.  For each organisation in a nutshell these were what either I consider or have had feedback from employees and customers as their areas of improvement

Company Perspective

Attrition (usually the Call Centre industry is cited as having one of the largest attrition rates.)

Pay Award/Transparency - i.e without a clear "paying for performance" framework difficult to reward appropriately those that started today and those that have been in the Call Centre for 3 years for instance.

Employee Perspective

Job Fulfillment - feedback we've received in my current organisation is our Call Centre people in particular wanted not just variety in their day but also to be allowed ownership of a clients enquiry being able to see the enquiry through to conclusion

Clear and doable career Development (e.g moving from Call Centre to another role within organisation.). 

Clients Perspective:

Feedback we've received from our clients is:

They want to have one point of contact

They want a quick response to their enquiry

Want to speak to a person not a machine

Hope this helps

Jenny