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

CorvisaCloud: Listen to your Customers, Address Needs

A CorvisaCloud second annual customer service survey reported an improvement in customer service since 2013; while that is indeed good news, the bad news is that even though businesses profess that 'the customer is king', they don't seem to be doing enough to really wow them. [ Read More ]
10/01/2014

Sound Telecom Points out the Benefits of Multilingual Answering Service

One of the consequences of globalization is the homogenization of the world, which is responsible for companies delivering the same service in locations as diverse as South Africa and New Zealand. Another is accessibility to talent, so companies in Silicon Valley can hire engineers and computer scientists from India and elsewhere. This has resulted in the influx of foreigners in the vast majority of metropolitan cities around the world giving rise to multilingual communities. [ Read More ]
09/29/2014

Contact Center Solutions Week in Review: Capgemini on Shopper Journeys and Role of Social Media

A good way to characterize this week in the Contact Center Solutions Community is that there was a lot of sage advice to be gleaned. We also saw a projection as to how significant the cloud would be on contact center transformations and the fact that even Apple had its contact center a bit over-whelmed thanks to demand for the new iPhone 6s. [ Read More ]
09/27/2014

Contact Solutions Presents My:Time Customer Service Portal

Customers are not only demanding from their businesses that their brands offer multi-channel customer support experiences, they are also demanding that those experiences be fluid, and any deviation, anything the breaks up that user experience into unwanted pieces, can tarnish brands in their customers' minds. [ Read More ]
09/26/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!