Do Part-Time Reps Make Sense For Your Service Center
Including part-time reps in your staffing mix may make sense, but dont ignore the impact they will have on your hiring, training, and motivating.
(Boonton, NJ, March 21, 2014) In the Looking Ahead article in the January issue of Customer Service Newsletter, Renee Evenson noted a growing number of companies adding part-time customer service positions as a way to keep payroll costs down.
In fact, says Evenson, a customer service author and consultant, the latest numbers from the Bureau of Labor Statistics show that this is a growing trend in general. One part-time employee is now being hired for every full-time employee.
And while part-time employees may allow for some payroll cost deductions, and more flexibility to manage fluctuations in call volume, there are some challenges.
Employee loyalty and engagement may not be as high with part-time workers, employee motivation may be more difficult, and turnover is likely to be much higher as a result of that lack of loyalty and motivation.
But, you can take steps to keep part-time staff motivated, Evenson says. To start, consider your screening and hiring practices.
In general, you will still be hiring for the same customer service qualities as you do with full-timers, says Evenson, but also make sure they understand that you are only offering them part-time employment. If somebody is really looking for full-time employment and you can’t offer it, then there is not going to be a lot of motivation or a strong desire to stay on for the long-term.
Details on hiring, training, and motivating part-time service staff appear in the March issue of Customer Service Newsletter.
About the Customer Service Group
For more than 20 years, the Customer Service Group has helped customer service, call center and help desk managers increase productivity, improve service quality and boost customer satisfaction, loyalty and retention. The Customer Service Group publishes Customer Service Newsletter and The Customer Communicator.