Human Capital Management and Workforce Management for Call Centers

HR Challenges in Call Centers

Call centers exist to provide customer service, and the quality of the service depends on the workforce. Workforce management challenges in call centers include:

• Recruitment and retention: Call centers have a reputation as a difficult place to work, which makes recruiting and retaining qualified employees a challenge. Millennials—the new generation entering the workforce—have a preference for flexibility, which can be lacking in the call center environment. The high turnover rate in call centers reduces quality of service and increases costs, as recruiting, hiring, and training new staff comes with a high price tag.
• Absenteeism: The average rate of employee absence in call centers is 11%, a percentage that can significantly impact quality of service. With fewer agents on the job, workers are taking more calls under more time pressure, which can negatively impact quality of service and lower employee morale.
• Diminishing budgets: With mandatory cost cutting, call center managers are often expected to maintain service levels with reduced budgets. This non-optimum situation puts pressure on managers and workers alike and contributes to staff attrition.
• Limited career prospects: Most call centers are essentially flat structures with limited opportunities for worker advancement. This puts companies at risk for losing their best people. Talented workers that stay on may be less motivated and produce less in a work environment that doesn’t offer forward progress in a career.