Contact Center Solutions Featured Article

Studies Examine Trends in Contact Centers

November 13, 2008

For those who work in the contact center industry, it is well known that it is one wrought with high stress, challenging tasks and sometimes frustrated customers. What may not be as well understood is that these environments also lead to higher instances of illness for those who work in this sector and line managers are failing to get involved in pay and reward strategies can that boost morale and ultimately reduce absenteeism.

According to a new report, “The Sickness Absence from Work in the UK”, absence caused by sickness is higher in contact centers in the U.K. than any other sector. Part of the 2008 Economic and Labor Market Review, this report showed that customer service operations have the highest sickness rates in the UK, at 4.8 percent.

When compared to the overall report findings, in the 12 months up to June 2008, 5.8 million working days were lost due to sickness or injury. This figure represents 1.5 percent of total working days.  

Sickness absence rates vary according to occupations. According to the report, the variance is as much as two percent for managers and senior officials and a higher 3.1 percent for personal service and secretarial roles.  

Perhaps one of the key elements that need to be examined within these contact centers is whether or not these individuals are physically sick, or if they just need a break from the pressures of the intense job. While it is unlikely that managers will be able to measure the difference with any level of accuracy, outside parties can examine the structure and the environment to determine if it is structured to the benefit of contact center employees.
 
One key focus is that of pay and benefits for front line workers. According to findings from a Reward Management Survey, line managers are failing to get involved in pay and reward strategies. As a result, businesses are missing out on the maximum return on investment in staff.

Conducted by the Chartered Institute of Personnel and Development (CIPD), this report found that just over half of the organizations surveyed believe that line managers lack the skills and ability to develop effective salary strategies.

Just over 25 percent believe that the attitude of managers is at fault, yet CIPD believes that increased communication and training is needed to equip front-line managers with the skills necessary to have valuable input in such decision and initiatives.
 
CIPD reward adviser, Charles Cotton, said in a CCF Online report: "Line managers are given very little responsibility for determining total reward, yet they are expected to communicate it to staff. More involvement is needed… to enable them to understand the pay and benefit strategy and then implement and communicate it effectively."

Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan's articles, please visit her columnist page.

Edited by
Stefania Viscusi

Article comments powered by Disqus

Related Contact Center Solutions Articles

Plantronics' DA80 Makes Customer Service Centers Smarter

The moniker smart is now attached to phones, TVs, homes and even cars. As the size of computer processors get even smaller, more products will be embedded with the technology to make them smarter to deliver improved efficiency and productivity for many different industries. For contact centers, the goal is to always improve customer service, and then new Plantronics next-generation USB audio processor not only increases the effectiveness of service center operations, but it makes customer intera… [ Read More ]
02/25/2015

Contact Solutions Launches Adaptive IVR that Learns from Caller Behavior

We are all familiar with Interactive Voice Response (IVR) systems as the first thing we typically encounter when calling a contact center. The fact of the matter is that today's IVR capabilities can do a lot more than just give us options for directing calls to the appropriate resources. They are in fact valuable tools for contact center administrators in terms of improving the customer experience. In fact, as illustrated by the recent announcement by Reston, VA-based cloud-based customer care s… [ Read More ]
02/25/2015

Interactive Intelligence Highlights Five Customer Interaction Trends to Watch in 2015

A few weeks ago collaboration, communications and customer engagement solutions provider Interactive Intelligence hosted a jam-packed webinar called What's New for Contact Centers in 2015 and Why it Matters. If you missed this event, you can still watch and listen to the archived version, and it is highly recommended to say the least. [ Read More ]
02/19/2015

Teleperformance Wins Frost & Sullivan Award for Product Leadership in Chile

Work with BBVA cited as Teleperformance Wins Frost & Sullivan Product Leadership in Chile award. [ Read More ]
02/18/2015

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!