This morning, NCCCA members met virtually to discuss best practices around team member scorecards and employee retention.
Although AHT is a vital measurement in the contact center, nearly all attendees agreed that it is best to not use it as a team member goal. One attendee mentioned that rather than looking at AHT at the team member level, they review the percentage of average handle time that is after-call work, along with metrics such as transfer rate and percentage of local disconnects (for post-call surveys).
The group also had a lengthy discussion around the role that attendance played in team member score cards and how important it is to give contact center team members grace on tardies.
One attendee spoke of how her contact center has moved to autonomous scheduling. No more scheduling breaks and lunches for their team members, they are just given guidelines. This sounds like a terrific option for contact centers!
Some of our members in the staffing industry shared that candidates are increasingly more concerned with knowing, in advance, how they’ll be measured. In addition, candidates are looking for meaningful work. They want a fulfilling role with a company, not just a paycheck.
All of that led perfectly into the conversation around employee retention. We heard about the importance of the three Cs of employee retention: compensation, career path, and culture. The group discussed generational differences in the workplace as well as the different skills needed to lead remote teams.
Today’s session closed with discussion around everyone’s favorite topic: WFM or hybrid? Anecdotally, although there are some operations that have moved fully remote with no intention of bringing contact center team members back to the office (with some companies reducing their total real estate) it does seem like many contact centers in Northern California are trying to make a hybrid model work for their teams.
Thanks to everyone that joined today! After three long years, we are looking forward to our first in-person event in 2023.