Call
centres are being urged to take a broader view of training and benefits in an
effort to maintain staff motivation.
Recruitment
specialist Adecco
petitioned more than 1,500 call centre staff across a number of UK
industries before publishing its Call Centre Census document.
The
report recommends that companies evaluate their training methods and flexible
working practices and advises a more detailed analysis of flexible working, as
the line between ‘shift work’ and a flexible approach to employee hours is
often difficult to define.
Many
respondents were highly satisfied with induction training, but the biggest
barrier to productivity was considered to be lack of knowledge of the business.
"It
is important that we understand the challenges and benefits of call centre
work," said Moya Rylands, national operations
manager for Adecco UK.
"It
allows us to tailor services to clients and associates and tackle the perennial
HR issues of recruitment, job satisfaction and customer service."
Two-thirds
of respondents expressed a preference for flexible working hours, which were
considered to be a top-three benefit of working in a call centre.
More
than 70 per cent of respondents said call centre work had improved their
communications skills, and 60 per cent said it had helped them to manage
conflict more effectively.
