SME HR Nightmare No 1 – Colleagues at War
April 15, 2010 by Gail
Filed under Call Center Manager, Human resources
So what’s the answer when colleagues fall out and refuse to or cannot sort out their differences? Unfortunately, there is no one solution. This is a very difficult situation – as you will know if you are in the middle of it – and you may need to try a number of approaches before it is resolved.
First off you need to understand why the warring parties cannot get on. You cannot hope to resolve issues unless you understand them first. Speak to them individually and together to investigate what the issues are. There may be personal issues at stake, but if the problems are affecting their performance at work, you need to know exactly what is going on.
How to Create an Effective Employee Survey
April 12, 2010 by Gail
Filed under Human resources, Performance Management
Every call center that I have worked at in the last 20 years has used employee surveys with varied success.
In this article, Thomas Legault shares his thoughts on how to incorporate the survey results for the most effective results.
1. Why conduct an employee survey?
The three main reasons to conduct an online employee survey are:
1) to identify issues that can affect your employees quality of life at work;
2) identify ways in which productivity can be increased; and
3) identity issues that can affect client satisfaction.
An employee survey that is properly designed will yield results that will help you set priorities within the different actions you can take to resolve the issues identified
Phone Screen or Prescreen
March 17, 2009 by Admin
Filed under Human resources
Phone Screen or Prescreen
In the Call Center environment time is money. Bringing candidates into your offices for face to face interviews takes time. You will want the candidates you see to be the top of the pool. Have you ever interviewed a candidate on site, loved their skills and background, been ready to offer the position, and then found out that they can not work the schedule you need them for, or require a higher pay than you can offer!
This is a frustrating position. To resolve this frustration we recommend after the resumes and/or applications have been reviewed and screened the recruiting staff conducts phone screens with the candidates they are most interested in.
By speaking to the candidates over the phone the recruiter can gain some knowledge about their phone skills and etiquette. The phone screen also provides the candidate with information regarding the position that may not have been offered in the job posting. Asking questions related to scheduling needs and availability serves to quickly identify is the candidate and company are a match on a basic level.
If the Call Center requires full flexibility in schedule and the candidate can not accommodate these requirements there is no need to pursue a face to face interview. If the position does not pay the amount the candidate is seeking there is no need to waste either party’s time with an on site interview.
This conversation can occur when a candidate drops off their resume or application. The recruiter should review the documentation and if interested in the candidate (and time allows) ask the applicant the Phone Screen questions.
