Your call center plays a vital role in your business’ day-to-day operations. With contact center personnel on hand, your customers can get the assistance they need, when they need it. On top of that, your call center team can help your company distinguish itself from its rivals. It can also drive sales and revenues and boost brand loyalty and satisfaction.
Of course, staffing has far-flung effects on your call center’s effectiveness. If you can’t keep your contact center fully staffed, your company may suffer the consequences long into the future.
Why Call Center Staffing Is Important
Many contact centers in Dallas target a service level of answering 80% of the calls they receive in 20 seconds or less. Without sufficient staffing, a call center may struggle to achieve this service-level goal. Even worse, a poorly staffed call center may have problems delivering outstanding client experiences and meeting customers’ expectations.
A recent survey of 1,047 U.S. consumers provided insights into how customer expectations shape their service experiences. Key takeaways from the survey included:
- 65% of consumers said negative customer service interactions lead them to consider switching to competitors.
- 95% noted it is important for contact center agents to help them find a solution that meets their needs and that they understand why they’re contacting customer service.
- When there are customer service issues, most consumers aren’t willing to spend more than 10 minutes looking for information online or waiting on hold.
If your contact center is properly staffed, you are well equipped to meet customers’ expectations and provide clients with amazing service experiences. Your call center team will be able to quickly and efficiently address consumers’ concerns and questions. Plus, clients won’t have to wait long to get the support they need.
Why Should You Work with a Professional Staffing Agency in Dallas?
A professional staffing agency helps businesses fully staff their call center and customer service teams. There are many reasons to partner with a staffing firm, such as:
1. Access to Local Talent
Hiring can be a hassle, particularly for businesses on the lookout for contact center talent. You may search far and wide for candidates to fill call center roles. In spite of your best efforts, your company may encounter issues as it seeks out top talent. There’s also the risk of hiring bias and other problems that may hurt your chances of adding to your call center team.
Thanks to a local staffing agency like PrideStaff, you’ll have instant access to talent in the Dallas area. Our professional recruiters can learn about your contact center staffing requirements. From here, they can put together a custom plan to help you keep your call center 100% staffed.
Additionally, our Dallas staffing firm can help you fill part-time, full-time, and temporary call center roles. Therefore, if you need extra help for the busy season, our professional recruiters have you covered. Or, if your business is growing and needs more customer service personnel to support its clientele throughout the year, our staffing firm can help you out.
2. Employee Retention
Typically, call center turnover rates range from 30-45%. You want your contact center employees to feel great about their jobs and your company. However, if you can’t keep your contact center workers happy, they may look elsewhere for career opportunities.
With a staffing agency at your side, you’ll be able to recruit talent that lines up with your company’s mission, values, and goals. This helps reduce the risk of hiring customer service representatives who don’t fit within your business’ culture. At the same time, it helps improve your employee retention levels.
Moreover, professional recruiters can help you speed up your hiring process. Your company will be able to seamlessly onboard and train call center professionals. This helps you provide candidates with positive experiences as they join your team, setting the tone for long-lasting relationships with these individuals.
3. Business Growth
Your company is always exploring opportunities for unlocking growth. But, your call center may inadvertently stifle your business’ growth. If there aren’t enough contact center professionals on staff to handle customer calls, your company can fall behind its competitors.
Our Dallas staffing agency supports your company’s growth. To do so, our recruiters take the time to understand what your business wants to achieve with its call center operations. Next, we put together a plan to help you accomplish your contact center aspirations.
Our staffing firm recruiters will monitor the results of your contact center investments. These recruiters will provide tips and recommendations to help you get the best results from your call center personnel. Over time, we can help your company grow and thrive.
4. Industry Expertise
The U.S. Bureau of Labor and Statistics (BLS) points out that the number of customer service representative jobs nationwide is expected to decline between 2022 and 2032. You cannot control the job market. Regardless, you can staff your call center to the best of your ability — and reap the benefits of doing so long into the future.
A local staffing firm provides industry expertise, so you know what to expect out of the job market in the months and years to come. Professional recruiters can teach you about the demand for call center professionals and what you’ll need to do to attract and retain the top candidates. They can also help you find ways to stay ahead of your competitors.
Professional recruiters in Dallas understand the contact center skills your employees need to succeed, too. Thus, they can help you hire call center professionals who know how to resolve problems, fulfill orders, and handle other customer requests.
5. Time and Cost Savings
Your business may consider time and cost-effective ways to attract top talent. To date, your call center talent recruitment efforts may have put a big dent in your budget. You may have committed significant time and money to these efforts, with little to no return on your investment.
By partnering with a staffing agency, you won’t have to worry about wasting time and money on recruiting and hiring contact center talent. Professional recruiters can provide you with access to a large talent pool. When you want to add to your call center team, you’ll be able to do just that, faster and more affordably than you could in the past.
Also, a staffing firm can help you avoid the sunk costs associated with a poor hire. Recruiters will make sure you’re able to recruit call center job candidates who have the skills and experience you want. These candidates will know what to expect from your company. As soon as they start working, they are likely to enjoy the experience. This means you probably won’t have to commit time and resources to replace these call center employees any time soon.
Additional Tips to Help You Keep Your Contact Center Fully Staffed
Working with a staffing firm offers an excellent starting point for any business that wants to maintain a fully staffed call center. There are also several things you can do to avoid contact center staffing issues now and in the future. These include:
1. Prioritize Your Company’s Culture
Your company culture matters to your call center staff. Learn about your workforce and what’s important to your employees. You can then tailor your culture to align with your brand and its personnel. Continue to collect workers’ feedback regarding your culture. That way, you’ll be able to continuously enhance your culture. And your culture may help your company attract and retain the best contact center employees.
2. Promote Professional Development Opportunities
By providing call center personnel with a growth path, your business may become a top choice for job candidates in search of a rewarding career. Develop professional training and development programs for contact center workers. In these programs, employees can gain the skills they need to grow their careers within your business and maximize their career earnings. They may also remain loyal to your company.
3. Provide an Outstanding Benefits Package
A best-in-class benefits package can drive employee engagement. Conduct research to find out how much contact center employees in your industry are paid. This can help you update your call center staff salaries and benefits packages. You may offer remote work opportunities and other benefits to contact center personnel. These benefits may help your company stand out to a wide range of call center job candidates.
4. Offer Top-Notch Tools and Technologies
Your company can make it as easy as possible for call center professionals to do their jobs. As part of your efforts, invest in first-rate contact center tools and technologies. From state-of-the-art phone systems to virtual meeting tools, equip your call center employees with everything they need to remain productive. You should also teach your workers the ins and outs of any tools and technologies you provide. This ensures your employees can get the most value out of them.
5. Keep the Lines of Communication Open
When it comes to managing your team, communication is paramount. Keep in touch with call center representatives. It may be beneficial to schedule daily check-ins, weekly one-on-ones, and other meetings with contact center personnel. This helps you learn about a call center employee and how they feel about their current role. If a worker is dealing with challenges, you can help this individual address them before they escalate.
Want Help with Call Center Staffing in North Dallas?
PrideStaff is a North Dallas employment agency that puts your business’ needs front and center. Our North Dallas professional recruiters are happy to assist you. We’ll make sure your contact center is fully staffed — and help your company optimize its customer service.
We are available to discuss our call center staffing services in North Dallas. For more information, contact us today.
