Flexibility in Call Centers Is Key to Guarantee Agents Wellbeing

The pandemic made flexibility in the workplace a key strategy for leaders seeking to preserve, even strengthen, customer satisfaction and call center operations during a time of great uncertainty.

Agents also benefited from it, and most enjoyed the improved work-life balance that remote working brought them. They enjoyed it so much; in fact, that organizations now face what is called “The Great Resignation” if leaders try to force agents back to work in centralized physical contact centers.

Today, flexibility in the workplace also means being understanding about how and when agents work. It is the only way to retain the employees you have and attract the ones you need.

How To Do It?

1) Implementing a cloud-based call center technology infrastructure

It’s convenient to move your contact center operations to the cloud. The benefits of this move are twofold:

• Agents will feel more supported and will be able to access the tools they need to do their jobs from anywhere and at any time.
• Call center managers will have the autonomy to effectively manage agents they no longer see in person. Using cloud-based tools such as screen recording, desktop analytics, voice analytics, and call recording, supervisors will be trained to train and support remote agents who might work unusual hours.

2) Incorporating the Concept of Flexibility as a New Management Style

The entire management team must embrace flexibility by prioritizing the wellbeing of employees and actively advocating for its implementation in the workplace. In this sense, call center leaders will have to guide the rest to get out of their comfort zones, constantly rethinking what flexibility means for agents.

3) Making Agent Schedules even More Flexible

If agents are asked what their favorite hours are, responses vary widely based on lifestyle, family dynamics, and other personal factors. If you really want to implement flexibility to enhance employee wellness, give them the opportunity to select their schedules, swap shifts, schedule their breaks, have flexible start times, sign up for overtime, sign out early, or take a voluntary time off. Cloud tools allow agents to work online in a very easy, intuitive and autonomous way.

4) Scheduling a Mandatory Break Time

Call center employees face more pressure than ever right now, with tired agents serving burdened consumers. As a result, agent churn is increasing and the contact center talent pool is shrinking. That’s why scheduling mandatory respite time for agents is critical.

5) Making Breaks More Holistic

In the past, a coffee break at the office was the traditional way for an agent to spend time away from the phone. But in today’s new work-from-home model, a break could represent time spent exercising, babysitting, or even meditating.

6) Using Channel Switching to Support Flexible Programming

When an organization is facing a call center staff shortage for a given shift, it is appropriate to combine customer service with one or more communication channels (chat, email, SMS, etc.) to close the gap and avoid potential customer complaints that could be left unattended.