Cost-Effective and Scalable Solutions: The Power of Temporary Staffing in Call Centers

Discover how temporary staffing in call centers can help you manage high turnover, scale for peak seasons, and find the right permanent hires.

Call centers have always struggled with high turnover – it’s a well-known challenge across the industry. This makes traditional permanent hiring both risky and expensive, especially when you need to staff up quickly. Whether you’re handling holiday rushes, launching new products, or expanding to new markets, not having enough agents means longer wait times and a negative customer experience.

The solution? Temporary staffing. This approach continues to grow, with nearly 2.5 million temporary and contract employees working for America’s staffing companies during an average week in 2023.¹ In fact, staffing companies hired 12.7 million temps throughout the year. But how can call centers use this strategy effectively to control costs and adapt to changing demands?

Let’s explore why temp staffing is essential for contact centers and how it can be an effective solution for improving employee retention and performance.

The Benefits of Temporary Staffing in Call Centers

Let’s explore the key benefits that make it an effective solution for improving employee retention and performance.

Flexibility to Meet Changing Demands

Call volumes fluctuate throughout the year. For example, holiday shopping seasons, product launches, or crises can all lead to a spike in call volumes. When customer wait times increase, service levels suffer, and regular staff are pushed to the brink with overtime, leading to burnout and additional labor costs.

With over half of US workers (51 percent) reporting burnout experiences in the past year, it is not surprising that high turnover rates are expected.²

Temp staffing gives you a lifeline in these high-demand situations by allowing you to scale your workforce quickly. You can maintain service quality, control costs, and relieve the pressure on your permanent team during these situations.

Identify Your Best Permanent Hires

Hiring the right person for a role is important, particularly in a call center. Since 58 percent of customers will pay more for better customer service, you want to make sure your permanent staff fits what you want.3 When new hires don’t align well with the role or team culture, it can result in low performance, high turnover, and added recruitment costs.

Temp staffing provides an effective way to evaluate potential permanent employees. During this evaluation period, you can assess how well potential permanent hires perform across your center’s key metrics.

This might include customer satisfaction scores, quality assurance ratings, attendance reliability, or other performance indicators your center values. This comprehensive evaluation helps ensure you’re making informed decisions about permanent roles while allowing candidates to demonstrate their full capabilities.

Blending Permanent and Temp Staff for Fresh Perspectives

Your permanent staff are used to the routine and monotony of their roles. They may not be as innovative and enthusiastic to repeat the same instructions to customers. So, how do you keep your contact center engaged?

You can integrate temporary staff alongside the permanent team to get different viewpoints on your operations. For example, during a new product release, the two teams can collaborate on creative troubleshooting methods for your customers.

Reduced Onboarding and Training Time

Onboarding new hires in call centers can be time-consuming and costly, with extended training often needed to ensure employees reach full productivity. Temp staff can be quickly integrated into your workforce without these elaborate processes.

Many of these staff are already familiar with customer service protocols and call center technology, which reduces the need for extensive training and speeds up the onboarding process. This integration helps you manage seasonal spikes or unexpected demands without sacrificing service quality.

Access to a Wider Talent Pool

Contact centers often struggle to find candidates with specialized skills like technical expertise or fluency in multiple languages. If you are filling roles urgently, or in specialized areas, without access to a broad and diverse talent pool, you risk delays in recruitment, compromised service quality, and customer dissatisfaction.

Contingent staffing firms, maintain a vast network of pre-vetted candidates, allowing you to quickly source specialized talent on demand. For instance, when expanding across borders, a staffing agency can provide multilingual agents familiar with call center operations. With support from different cultural and linguistic backgrounds, you connect better with your local customer, while building your brand loyalty.

Tips for Implementing Temp Staffing in Call Centers

Using temp staffing effectively in call centers can improve your operations, particularly as demand swings while reducing costs. Here are key tips to help ensure success:

Get Ahead of Peak Seasons with Strategic Temp Staffing

The value of temporary staffing goes beyond a solution for immediate spikes in demand. It is a valuable strategy for long-term workforce efficiency. How then can you use this strategy effectively? You need to plan ahead of peak periods by using historical data and seasonal patterns to know when peak demand will occur —be it holiday shopping, product launches, or customer support for a major new service.

Afterward, adapt temporary roles to address your most urgent needs, whether it’s answering basic customer inquiries or assisting with technical troubleshooting. This will reduce unnecessary downtime and keep you prepared during critical periods.

Set Clear Expectations and Communication Channels with Temp Workers

When you communicate openly with your temp staff, you create an atmosphere of trust and they are assured that challenges are addressed with urgency. Clarify what you expect from them, so they can understand their roles and meet up with the performance benchmarks set.

Make sure you provide detailed job descriptions. Clearly define the call center’s goals and KPIs used as metrics. You can create a channel for open communication. This can either be daily briefings or check-ins with a supervisor. Regularly give feedback to help them adjust and feel connected to the firm.

Build a Collaborative Environment for Temp and Permanent Staff

As you hire temp staff, you don’t want to leave them out. When both temporary and permanent staff collaborate effectively, team dynamics improve significantly. This collaboration encourages knowledge sharing and boosts overall team morale.

Create an opportunity to cross-train teams. This would allow temp workers to learn from experienced permanent staff. For example, in a pair, the temporary staff can handle basic call inquiries, while the permanent staff can handle the more technical issues.

You can use team-building activities or joint problem-solving sessions to encourage temporary and permanent staff to collaborate on customer service solutions or complex cases.

Encourage Temp Workers to Contribute Ideas and Feedback

Actively seeking feedback from temp workers improves your workforce management and makes them feel valued. They often bring fresh perspectives that can be invaluable for customer service strategies.

Create structured opportunities for feedback. You can use regular surveys, one-on-one check-ins, or open forums where contact center agents can express their thoughts on their experiences. With this feedback approach and implementing feasible changes, you can continuously improve service delivery.

Partner with a Specialized Staffing Agency

You often face tight deadlines and limited resources when filling vacancies, particularly for roles requiring specific skills like technical troubleshooting or multilingual communication. How do you find the perfect fit in this case? Partner with a staffing agency experienced in contact center outsourcing and recruitment to have instant access to pre-screened who meet what you want.

They will help you handle every step from vetting qualifications to assessing cultural fit, ensuring you receive candidates ready to contribute from day one. These agencies can provide you with industry-specific knowledge, offering insights into market trends, competitive salary benchmarks, and innovative staffing strategies.

Need call center staff? We’ve got you covered!

When dealing with fluctuating call volumes, temporary staffing through Salem Solutions gives you the flexibility you need. As call center staffing specialists, we help you scale up during high-demand periods, prevent employee burnout, and maintain service quality while controlling costs.

Ready to build a more resilient call center workforce? Contact Salem Solutions today to learn how our pre-vetted, experienced call center professionals can support your staffing needs.

References

Staffing Industry Statistics.” American Staffing Association, www.americanstaffing.net/research/fact-sheets-analysis-staffing-industry-trends/staffing-industry-statistics/. Accessed 28 Nov. 2024.
Ahuja, Amrita. “51% of Workers Report Burnout as Stress, Long Hours Rise.” Staffing Industry Analysts, 5 Nov. 2024, www.staffingindustry.com/news/global-daily-news/51-of-workers-report-burnout-as-stress-long-hours-rise.
Hyken, Shep. “58% of Customers Will Pay More for Better Customer Service.” Forbes, 27 Apr. 2022, www.forbes.com/sites/shephyken/2022/04/24/fifty-eight-percent-of-customers-will-pay-more-for-better-customer-service.

Jule Doran
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Posted on
January 1, 2025

Rapid Response Hiring: How Flexible Staffing Solutions Address Post-Holiday Turnover in Customer Service Roles

Keep your customer service strong through seasonal changes with smart staffing solutions. Learn how to adapt your team size without losing quality.

During the holiday season, customer service roles often experience a significant increase in demand as businesses manage higher volumes of customer interactions, returns, and inquiries. After the joyous holiday celebrations end, there is usually a rise in staff turnover for these roles.

Companies scale down their workforce, temporary staff exit, and many permanent employees reassess their positions. This annual turnover creates a staffing gap that affects how companies adapt from the high volume of customers during the holiday to regular operations.

The pressure to fill these roles while maintaining good customer service can create issues with your company’s operations. So, what are the best ways to handle these issues without getting overwhelmed?

Why Staffing Needs Change After the Holidays

The holiday rush brings a huge spike in customer interactions – from questions about gifts to shipping updates to returns. But once January hits, things start to shift. Here’s what typically happens:

Customer Volume Changes

The flood of holiday shoppers naturally slows down after December. While you’ll see a surge of post-holiday returns and exchanges in January, overall customer contact volumes eventually return to normal levels. This means you may not need the same size team that handled your holiday rush.

Changing Service Priorities

Your customer service needs don’t just decrease; they change. Instead of helping customers with gift purchases and shipping questions, you’re now handling different types of inquiries. Returns, exchanges, and product troubleshooting for new gift recipients become the priority. This shift in service focus might require adjusting your team size and skills.

Budget Reset

Many companies start their fiscal year in January, bringing new budgets and staffing targets. This often means reviewing staffing levels and adjusting them to match expected customer service demands for the coming year.

Managing Post-Holiday Staffing Transitions: Common Challenges

When the holiday rush ends, your contact center faces some tricky challenges. Here are some hurdles you might experience during this transition:

Balancing Service Quality During Team Changes

As your holiday season wraps up, you need to adjust your team size, but doing this while maintaining great service isn’t easy. Whether temporary staff finishes their contracts or regular employees move on, any staff changes can impact your service quality. The challenge is keeping your customer satisfaction high while making these necessary adjustments.

Increased Workload on Remaining Staff

The remaining employees are given an extra workload. This can result in errors thar you spend more time correcting. With fewer employees handling more tasks, delays are bound to happen. Your customer will experience delays in getting help or answers, leading to frustration and dissatisfaction.

Training and Onboarding Costs

Building a strong customer service team takes time and resources. When you need to bring in new people, there’s the cost of recruitment, training, and getting them up to speed with your systems and standards. These expenses can add up quickly, especially if you’re hiring traditional full-time staff.

So, how do you deal with these challenges? This is where rapid response staffing solutions come in. Instead of going through this cycle every year, you can scale your team up and down smoothly without sacrificing service quality or breaking your budget.

Rapid Response Solutions: The Smart Way to Handle Staffing Changes

One of the best ways to address post-holiday turnover is through a flexible staffing solution. Supplementing your workforce with temporary or contract-to-hire staff will help you place qualified candidates in customer service positions with little or no disruption to your service. This quick recruitment will be invaluable in managing the surge in turnover, making your service consistent.

Cost Savings

When your customer service needs change throughout the year, your staffing costs should match. Instead of maintaining a large team year-round, you can bring in qualified staff exactly when needed. This means you’re not overspending during slower periods, and your recruitment costs become more predictable.

Plus, you save time and money on hiring since you’re working with pre-vetted professionals who can hit the ground running.

Pre-Vetted Talent Pool

Flexible staffing helps you maintain quality service because candidates come pre-screened and trained in customer service fundamentals. They’ve already gone through our thorough vetting process, which means they can adapt quickly to your systems and start helping your customers sooner.

Scalability to Meet Demand

Do you need five people for the post-holiday returns rush? Or maybe just two extra hands during the summer vacation season? Flexible staffing lets you bring extra help during busy periods and scale back when things slow down. It’s that simple.

Building Your Future Team

Many temporary roles can become stepping stones to permanent positions. When you find exceptional customer service talent that fits perfectly with your team, you have the option to bring them on full-time. This creates valuable opportunities for both your company and high-performing team members.

Best Practices for Leveraging Flexible Staffing Solutions

Now that you know how temporary and contract-for-hire staffing can help you post-holiday, what are the ways to achieve that? Here are some things

Implement Proactive Workforce Planning

Every business has its busy and quiet seasons. You know your business patterns best – when customer inquiries spike during holidays and dip afterward, when return season hits in January, and when your regular service rhythms resume.

For instance, you might need 15 extra customer service reps in December to handle shipping questions, but only 8 in January when you’re mainly handling returns and exchanges.

Use this knowledge to your advantage. Look at your previous years’ patterns and upcoming market trends to map out your staffing needs in advance. This helps you maintain consistent service quality no matter how your customer volume changes.

Build Strong Staffing Agency Relationships

Successful businesses are built on strong relationships. Working closely with a staffing agency is about finding people who understand your customer service approach. When you build a long-term partnership with an agency, they learn the specifics of your operation: maybe your team handles specialized technical support, or you need bilingual staff for your international customers.

They get to know whether your call center focuses on patient healthcare questions or handles high-volume retail inquiries. Over time, your staffing partner becomes an extension of your human resources team. They’ll understand that your morning shifts need people comfortable with handling return authorization calls, while your evening team focuses more on troubleshooting.

This deep understanding means they can quickly bring in people with the right skills when you need them – whether it’s for holiday coverage or managing unexpected service spikes.

Train Temporary Workers Efficiently

Every minute counts in customer service. Focus your training on what matters most: your core systems, common customer scenarios, and essential procedures. For example, if you know most of your January calls will be about returns and exchanges, start there.

Create quick reference guides for your most frequent issues so new team members can handle common questions confidently while learning the more complex parts of the job.

Build a Talent Pool for Future Needs

Remember that temp who handled your post-holiday returns rush perfectly last year? Or the contract worker who learned your ticketing system in record time? Keep a list of standout team members who already know your business.

When you need extra help during busy seasons or unexpected rushes, you can bring back people who already understand your customers and systems – saving you time and maintaining your service quality.

Keep your service strong with Salem Solutions

Don’t let post-holiday staffing changes disrupt your customer service quality. Salem Solutions provides flexible staffing solutions that help you maintain consistent service levels throughout every business cycle, from holiday rushes to seasonal transitions.

Let’s create a staffing strategy that keeps your service strong year-round. Contact us today!

Jule Doran
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Posted on
December 25, 2024

Career Success in New Year

Learn practical ways to set yourself up for success in your call center career. Discover tips to achieve your professional goals.

Working in a call center demands constant growth—from mastering new systems to handling diverse customer needs. As a new year begins, it’s the perfect time to look at how far you’ve come and where you want to go next. Have you improved your call handling? Learned to better manage difficult conversations?

These wins matter, and understanding them helps you take your next career step with confidence. Here are six practical ways to build on your call center experience and strengthen your professional future.

How to Set Yourself Up for Success at Work

Planning your next career move? Before you list down typical New Year’s resolutions, here are six practical steps that can actually help you grow in your call center career.

1. Reflect on Your Achievements

Reflecting on past successes as a call center agent is a powerful way to boost your confidence and motivation. Some specific achievements that can highlight your skills are your average handling time (AHT), customer satisfaction and team contributions.

For instance, consistently meeting or exceeding call targets is a significant accomplishment highlighting your exceptional AHT. If you frequently handle challenging customer interactions and successfully calm irate customers, turning difficult situations into positive experiences, this highlights your problem-solving and communication abilities.

To effectively capture these accomplishments, create a personal achievement log. This log is a reminder of your growth and can be revisited or invaluable during performance reviews or job applications. Furthermore, schedule regular self-reflection sessions—monthly or quarterly—to assess your progress and celebrate your wins. This practice reinforces your strengths, preparing you for future challenges.

2. Identify Areas for Improvement

Honest self-evaluation is essential for recognizing areas where you can grow. Begin by conducting a skill gap analysis focusing on key competencies needed in your role.

For instance, assess your communication skills—are you able to convey information clearly and effectively? If not, this is a crucial area to address. Reflect on how you manage challenging customer interactions; consider whether there are techniques you could learn to de-escalate tense situations better.

In addition, evaluate your understanding of the products or services you support. Are there gaps in your knowledge that could impact your ability to assist customers effectively?

To gain deeper insights, actively seek feedback from colleagues or supervisors. Asking targeted questions about your performance can provide a clearer picture of your current position and guide your development efforts.

Once you’ve identified areas for improvement, create a list of specific skills to enhance, focusing on actionable steps you’d take, such as enrolling in training sessions or shadowing experienced colleagues. These targeted efforts will help you develop your capabilities and prepare you for setting clear and structured goals that align with your career aspirations in the call center industry.

3. Set SMART Goals

Setting goals is crucial for aligning your daily efforts with long-term career aspirations in the call center industry. One effective framework for actionable goal-setting is the SMART criteria. This stands for Specific, Measurable, Achievable, Relevant, and Time-bound.

For instance, instead of saying, “I want to improve my customer service skills,” a SMART goal would be, “I will complete a customer service training course by March 31 and apply the techniques learned in my daily interactions.”

Creating SMART goals clarifies your objectives and provides a roadmap for achieving them. Here are a few examples you can consider:

Improve call resolution rate: “I will increase my first-call resolution rate by 10 percent over the next quarter through active listening techniques.”
Enhance product knowledge: “I will read one product manual each month and take a quiz on its features to ensure I can answer customer inquiries accurately.”

After setting your goals, write them down and review them quarterly to track your progress. Sharing these goals with a mentor or your team lead fosters accountability and guidance as you work toward achieving them. This keeps you focused and empowers you to take meaningful steps in your career journey.

4. Embrace Continuous Learning

In call centers, customer needs and technologies constantly change. Staying updated helps you handle calls more efficiently, solve problems faster, and spot opportunities for career growth. Take advantage of learning opportunities through online courses focused on essential skills like customer service excellence, conflict resolution, and sales techniques.

Check if your employer offers internal training programs—these can help you develop specialized product knowledge and communication skills that directly apply to your role.

Beyond formal training, look for chances to learn from experienced colleagues. Pay attention to how top performers handle challenging calls or engage with customers. Consider joining industry forums or professional groups where you can exchange ideas and learn new approaches to common challenges.

5. Leverage Networking Opportunities

Building relationships with industry professionals leads to job referrals, mentorship, and access to resources that enhance your career. For instance, you can attend industry events like call center expos or job fairs to meet potential employers and learn about the latest trends directly from experts in the field.

Engage in online forums related to call centers to connect with peers, share experiences, and gather insights that inform your career decisions. To maximize your networking efforts, join professional groups on platforms like LinkedIn. Actively participate in discussions to showcase your expertise and expand your connections.

Additionally, schedule monthly coffee chats with industry peers or mentors to foster meaningful relationships. For example, reaching out to a former colleague for a casual meeting can reveal new job openings or provide invaluable advice on career advancement.

6. Build Your Resilience

Call center work comes with unique challenges—from handling difficult customers to meeting performance metrics. Start your shift with a quick mental checklist of what you do well. When you successfully defuse a tense situation or help solve a complex problem, take note of the techniques that worked. These small wins build confidence for handling future challenges.

Between calls, practice quick stress-relief techniques like deep breathing or stretching. Connect with supportive teammates who understand your daily experiences and can share strategies for better time management and customer handling. Remember that every challenging call is a chance to improve your problem-solving skills.

Ready to take your call center career to the next level?

At Salem Solutions, we understand that growing your career takes more than just setting goals—it takes the right opportunities. Our staffing services connect you with employers who value professional development and recognize your potential.

Whether you’re looking to advance your skills or find a role that better fits your career goals, we’re here to help guide your next step. Take charge of your career path today! Find your next opportunity here!

Jule Doran
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Posted on
December 18, 2024

Preparing for the Future: 7 Key Staffing Trends to Watch and Implement

Explore key trends transforming call center staffing, from AI integration to flexible work models. Learn how to implement these changes today.

Running a call center in today’s landscape? You’re likely grappling with rising operational costs, high turnover rates, and the constant pressure to maintain service quality. Add in the complexities of hybrid work models and emerging technologies, and the challenges can seem overwhelming.

Here are seven staffing trends that can help you address these challenges and strengthen your operations. We’ll explore practical ways to implement each trend, from using AI effectively to building better retention strategies.

What’s New: Staffing Industry Trends to Apply

Do you want to refresh your staffing processes and build a thriving workplace? These trends hold the answer.

1. Navigating the RTO Reality

The workplace landscape continues to evolve. Recent ResumeBuilder data shows 70 percent of companies plan to maintain or increase office requirements in 2025, with half currently requiring 4-5 days of in-office work. Yet this push for RTO has led to talent loss for 8 in 10 companies.1

What does this mean for your call center? Instead of following blanket policies, consider your specific needs:

Which functions truly benefit from in-person collaboration?
Where could hybrid or remote arrangements maintain productivity?
How can you balance team cohesion with flexibility?

Success in any work arrangement starts with having the right foundation. Implement technology that enables seamless collaboration across all locations, and establish regular check-ins to assess what’s working. Structure can coexist with flexible work – consider core hours with flexible start times, and focus your performance metrics on outcomes rather than location.

This approach lets you maintain productivity while giving your remote and in-office teams the flexibility they value.

2. Bringing AI into Workforce Management

The conversation about artificial intelligence in call centers has moved beyond “if” to “how effectively.” While basic AI already handles routine customer inquiries, the real opportunity lies in workforce management. Leading call centers are now using AI to make smarter staffing decisions – from predicting peak call volumes to identifying skill gaps before they impact service quality.

Looking ahead, success isn’t just about having AI tools – it’s about having a team that can work alongside them. This means upskilling your current staff and hiring for new hybrid roles. Your agents need to understand not just customer service, but also how to interpret AI insights and when to override automated recommendations.

Consider a team lead who uses AI forecasting to staff efficiently while applying human judgment to handle unexpected situations.

The competitive edge will go to call centers that strike this balance: using AI to handle data-heavy decisions while empowering their teams to focus on complex problem-solving and relationship building. Start by identifying where AI can take on repetitive tasks in your workforce management, then invest in training your team to become skilled AI collaborators rather than mere users.

3. Promote Diversity, Equity, and Inclusion

DEI (Diversity, Equity, and Inclusion) is important for making contact centers fair and welcoming, ensuring everyone has equal opportunities, no matter their race, gender, ethnicity, or other characteristics.

One way to promote DEI in contact centers is by using inclusive hiring practices. This means looking for diverse candidates, using fair screening methods, and giving everyone a chance to apply. A diverse team brings different ideas and experiences, which can lead to better solutions and improved customer service.

Equity is another important part of DEI. You need to make sure that everyone has the same opportunities to grow in their roles. You can do this by reviewing pay fairness, offering equal promotion opportunities, and making sure all employees have access to training and support.

4. Making Employee Reviews More Personal

Traditional performance evaluations often miss the individual strengths and improvement areas of customer service agents. Now, contact centers recognize the need to customize their review systems to better align with the unique needs and goals of each employee.

One way to personalize reviews is by adapting them to specific roles within the contact center. Instead of using a one-size-fits-all approach, you can create customized evaluation criteria that reflect the skills and expectations of various positions, such as sales agents, technical support staff, or customer service representatives.

This ensures that employees are assessed fairly based on relevant factors, leading to more accurate evaluations. Involving employees in the review process is also important. Encouraging self-assessment allows agents to reflect on their performance and share their thoughts on their successes and areas for growth.

Managers can conduct regular check-ins and gather ongoing feedback throughout the year, creating a more supportive environment. Personalizing the review system also means considering each agent’s career goals and aspirations. When you incorporate these objectives into the review process, you can create a more meaningful experience for employees.

Managers can work with agents to identify areas for development and create individualized plans that align with their long-term career paths, whether that involves moving into leadership roles or specializing in certain aspects of customer service.

5. ESG Compliance

Research shows that 88 percent of consumers are more likely to remain loyal to companies that actively support social or environmental causes.² Environmental, Social, and Governance (ESG) compliance shows you commitment to environmental, social, and governance standards. Focusing on ESG can improve you reputation and build stronger relationships with customers, employees, and investors.

Environmental compliance in a contact center context involves reducing energy consumption and minimizing waste. Implementing energy-efficient technologies and encouraging flexible work can help lower the carbon footprint. Adopting sustainable practices, such as recycling programs and reducing paper usage, can further support environmental goals.

Social compliance ensures fair labor practices while promoting diversity and inclusion within the workforce. Contact centers should follow labor laws, provide safe working conditions, and foster a workplace culture that values diversity. Engaging with local communities through outreach programs or partnerships can enhance the center’s social impact.

Governance compliance involves maintaining transparency and ethical business practices in all operations. This includes ensuring accurate reporting, preventing fraud, and having clear channels for employee feedback. You can promote ethical behavior by establishing strong policies and procedures that align with corporate governance standards.

ESG compliance helps you create a more sustainable and responsible operation, benefiting both the organization and the wider community.

6. Reskilling for Retention

This means teaching your employees new skills to help them do their jobs better or prepare for future roles within the company. As the workplace changes quickly, reskilling is important for contact centers to keep your best workers and stay competitive.

Contact centers need reskilling because of new technologies, changing customer needs, and different ways people communicate. When agents feel their skills are outdated or unused, they might look for jobs elsewhere.

To reskill effectively, you should identify what skills their teams are missing and create training programs to fill those gaps. This might include workshops on new software, customer service training, or pairing new agents with experienced ones for mentorship. Involving employees in this process is important, as it helps ensure the training aligns with their career goals.

Investing in reskilling helps create a skilled team that can adapt to changes and keeps employees engaged and motivated. As agents learn new skills, they are likely to be more productive and innovative.

7. Creating a Future-Ready Workforce

The rapid evolution of call center technology, from AI tools to omnichannel platforms, demands a new breed of agent. Traditional customer service skills, while still crucial, are no longer enough. Your future teams need to be tech-savvy problem solvers who can smoothly transition between AI-assisted tasks and complex customer interactions.

Start reshaping your workforce now by prioritizing adaptability in your hiring and development processes. Look for candidates who show aptitude for learning new systems, and invest in training programs that blend technical skills with enhanced customer engagement capabilities. The goal isn’t just to handle today’s challenges, but to build a team that can quickly adapt to whatever comes next.

Step into a brighter staffing future with Salem Solutions

Salem Solutions is always on the pulse of the latest staffing trends. We offer guidance and insights that empower you to make strategic decisions that benefit your organization. We focus on your unique needs, providing personalized staffing strategies that align with industry trends.

Don’t wait for the future to find you—take action today and connect with us!

References

“1 in 4 Companies Plan To Increase Required Days In-Office in 2025, Despite Majority Losing Talent Due to RTO Policy.” ResumeBuilder, 29 May 2024, www.resumebuilder.com/1-in-4-companies-plan-to-increase-required-days-in-office/.
“25 ESG Statistics You Need to Know in 2023 -.” Lisam, www.lisam.com/news/esg-statistics/.

Jule Doran
•
Posted on
December 11, 2024

Reflect, Refine, and Rebuild: 5 Lessons Learned from Staffing Challenges This Year

Transform your call center recruitment strategy with lessons from this year's staffing challenges. Get practical solutions for better hiring.

In the world of call centers, staffing hurdles can make or break your ability to deliver outstanding customer service. As we reflect on this year’s recruitment landscape, we’ve seen how traditional hiring approaches are being tested by changing candidate expectations and market dynamics.

These five crucial lessons from our year’s experiences offer practical solutions to help you overcome your staffing hurdles and build a stronger, more capable team for the future.

Staffing Challenges We Faced and What We Learned This Year

This year, we faced staffing challenges that tested our team’s resilience and adaptability. From dealing with a lack of candidates to adjusting to new ways of working, we learned important lessons that helped improve our recruitment process and how we manage our team.

Here’s a look at our challenges and what we learned from them.

1. Finding the right people.

In today’s landscape, 76 percent of hiring managers admit that attracting the right job candidates is their greatest challenge.¹ The search for qualified candidates has become increasingly complex, with employers needing to balance technical skills against soft skills and cultural fit.

A useful approach is to train or upskill candidates who may not meet every job requirement but show strong potential for your call center environment. Suppose you have a candidate who excels in communication and has a positive attitude but lacks the technical certification to handle your CRM system.

Rather than rejecting their application, you could create a tailored training plan. This plan might include online courses on your CRM software, hands-on practice sessions with simulated customer interactions, and mentorship from a team member who is skilled in using the system.

While a qualified candidate might not tick every box on the requirements list, what matters most are core competencies and attitude. Candidates who demonstrate strong communication skills, adaptability, and alignment with your company’s values can become top performers with the right training and support.

2. Advancing with automation, effective workflows, and speed.

Recruiters face a major challenge with heavy workloads, and slow, outdated methods can mean missing out on great candidates. Since the best candidates are often hired within just 10 days of being on the market,² speed is important in hiring.

Automation tools, like AI-driven applicant tracking systems and automated interview scheduling, can streamline the hiring process and help you identify and onboard the right agents.

If you continue using old-fashioned staffing methods, you risk falling behind competitors who are using modern technology. Relying on manual application reviews and lengthy onboarding processes can make it hard to attract candidates. These outdated methods can cause delays in hiring and lead to missing out on highly qualified agents whose more agile competitors quickly snap up.

On the other hand, using modern staffing solutions like automated candidate screening and digital onboarding can make your hiring process faster and more efficient. This approach can lead to better customer service and improved performance, helping you stay competitive in a fast-paced industry where the best agent is always in demand.

3. Getting the most out of data and analytics.

When you use data on call patterns, agent performance, and customer interactions, you can make more informed staffing decisions. For example, data can help predict peak call hours and help you schedule more agents during busy periods and fewer during quieter times.

Fast-growing call centers are already using these data-driven approaches to improve their staffing strategies. They use data to identify high-performing agents, understand training needs, and forecast future staffing requirements. This proactive approach helps them stay ahead of demand and maintain high service levels.

4. Making communication and transparency better.

One of the biggest hurdles in recruitment is effectively managing candidate communications—from keeping them informed about their application status to ensuring their continued engagement throughout the hiring process.

Keeping the hiring process clear and straightforward is important. For call centers, here’s how you can apply these principles:

Outline job expectations: Clearly describe the responsibilities of a call center agent. Make sure candidates understand the performance metrics they’ll be judged on, such as average handling time and customer satisfaction scores.
Set a recruitment timeline: Provide a clear timeline for each stage of the hiring process. Let candidates know when they can expect to hear back about their application, the dates for interviews, and when they can expect to hear about the final decision.
Detail necessary steps: Explain each step in the hiring process. Inform candidates if they will need to complete a skills assessment related to handling customer calls, participate in a role-playing exercise to simulate real call scenarios, or attend multiple interviews with different team members.
Regular updates: Keep candidates informed at every stage. Notify them when their application is received, if they are progressing to the next stage, or if they have been rejected. Send an email confirming receipt of their application, a follow-up email if they are selected for an interview, and a final email with the outcome.
Clear communication channels: Ensure candidates know who to contact if they have questions or need further information. Provide contact details for the recruiter or hiring manager and be prompt in responding to their questions and concerns.

5. Improving how candidates feel about the process.

Around 78 percent of candidates believe that their overall candidate experience reflects how much a company values its employees.³ To enhance this experience, it’s important to implement automation and streamline the onboarding process so you can focus on adding a personal touch and offload repetitive, time-consuming tasks.

Improving the candidate experience in a call center involves engaging with candidates at every step of their journey—from the initial application to the final hiring decision. Candidates in the call center industry expect to be treated well and kept informed. They want authentic and engaging experiences throughout the hiring process.

Here’s how you can do it:

Use an automated scheduling tool to set up interviews and assessments. This ensures candidates receive notifications about their interview and can easily reschedule if needed, reducing the back-and-forth usually involved in coordinating schedules.
Implement a digital onboarding platform that provides new hires with all the necessary information, such as training materials, company policies, and access to systems, before their first day. This helps new agents feel prepared and reduces first-day stress.
Use tools to send personalized messages and updates throughout the hiring process. For example, you can send emails congratulating candidates on moving to the next stage or providing feedback after interviews.
Create engaging and interactive online training modules that allow new agents to learn at their own pace. Incorporate elements like quizzes, video tutorials, and simulations to make the training process more engaging and effective.
After the hiring process, ask candidates for their feedback on how it went. Use their suggestions to make improvements and show that you value their opinions.

Bounce back from challenges with Salem Solutions and let’s conquer setbacks together

If you’re facing difficulties like finding the right candidates, handling high turnover rates, or managing an overwhelming hiring process, Salem Solutions is here to provide the support you need. We understand that these challenges can impact your business, which is why we offer customized solutions designed to address your unique needs.

We partner with you to understand the core issues you’re facing and turn setbacks into opportunities for growth and build a stronger, more resilient team. Contact us now and let’s start the new year on the right foot!

References

Thakkar, Rinku. “Top 100 Hiring Statistics for 2022.” LinkedIn, 16 July 2022, www.linkedin.com/pulse/top-100-hiring-statistics-2022-rinku-thakkar/.
Caramela, Sammi. “Tips for Improving Your Hiring Process.” Business News Daily, Apr. 2018, www.businessnewsdaily.com/7155-startup-hiring-tips.html.
Thakkar, Rinku . “Top 100 Hiring Statistics for 2022.”LinkedIn, 16 July 2022, www.linkedin.com/pulse/top-100-hiring-statistics-2022-rinku-thakkar/.

Jule Doran
•
Posted on
December 4, 2024

Maximizing Temporary Staff Efficiency During the Holiday Rush

Learn why hiring temporary employees can help your call center thrive during the holiday rush. Discover strategies to train seasonal staff,

The holiday season brings a whirlwind of activity for businesses, especially in the call center industry. With increased customer inquiries and heightened demand, staffing needs surge dramatically. However, if you prepare for this rush, you can meet customer expectations and capitalize on the opportunity to enhance their service offerings.

Temporary staffing is important in maintaining service levels during these peak times. They help bridge the gap between demand and capacity and ensure that every customer interaction is handled efficiently. Properly managed temporary agents can transform the holiday rush from a challenge into a success story. Here’s how.

Why the Holiday Season Can Make or Break Your Call Center’s Reputation

The holiday season brings unique pressures: your incoming calls multiply, your regular staff faces mounting workloads, and customers expect faster resolutions than ever.

The seasonal surge creates specific challenges, including:

Extended customer wait times as call volumes spike
More complex customer issues requiring immediate attention
Limited time to train and integrate additional support staff
Higher customer expectations during a stressful season

Yet this challenging period offers a valuable opportunity. When your call center maintains quality service even during peak times, you strengthen customer trust and loyalty. Customers who receive consistent support during the busiest season are more likely to return – and recommend your services to others.

Preparing Your Call Center Team for Holiday Success

Successfully managing your call center during the holidays means getting your temporary staff up to speed quickly and confidently. But training new agents while handling increased call volumes presents a real challenge. Here’s how you can create a system that sets your call center up for success during the busiest time of the year.

1. A Streamlined Onboarding Process

When temporary agents join your team mid-rush, every minute counts. A strong first-day experience sets the foundation for their entire tenure – the better they understand your processes and expectations from the start, the faster they’ll become productive team members.

An efficient onboarding can set them up for success:

Provide a digital welcome kit with essential policies, procedures, and FAQs
Create quick-reference guides for your most common customer scenarios
Set up a buddy system – pair each temp agent with an experienced team member
Make training materials accessible online for easy reference during shifts

2. Targeted Training Programs

Generic training often fails to equip employees with the specific skills they need to excel during peak periods while targeted programs improve performance, employee performance, and job satisfaction.

Develop role-specific programs that focus on the unique challenges temporary workers face in call centers.

For instance, role-playing exercises prepare them for real customer interactions, allowing them to practice handling various scenarios in a safe environment. This lets them build their confidence and readiness for actual calls.

Offering online resources and training modules also supports self-paced learning, accommodating different learning styles among seasonal employees. It helps individuals grasp concepts without feeling rushed or stressed.

Additionally, providing ongoing training through refresher courses during the holiday season is crucial. Short sessions can reinforce best practices and ensure temporary agents remain effective throughout peak periods.

3. Clear Communication Channels

Open lines of communication is essential for reducing confusion among seasonal workers. When employees know they can easily reach out for help or clarification, it fosters a more confident and capable workforce. Utilizing messaging apps or platforms for quick updates and feedback streamlines communication and keeps everyone informed.

Regular check-ins can also maintain communication, clarity, and support. So consider scheduling daily or weekly check-ins to allow your managers to address concerns promptly while providing ongoing guidance. These interactions help identify potential issues early and make your temporary staff feel comfortable voicing their questions or challenges.

4. Building Team Integration

Let your temp and permanent staff mingle. When temporary employees feel part of the team, their morale improves, leading to a cohesive team, better performance, and customer service.

Creating a welcoming atmosphere and integrated team starts with encouraging collaboration between permanent and temporary staff members. Simple strategies such as organizing informal gatherings or icebreaker activities can help build relationships and camaraderie among team members.

These interactions break down barriers and promote teamwork, making it easier for everyone to work together effectively.

5. Set Clear Performance Standards

Your temporary agents need to understand exactly what success looks like in their role. Define key metrics like target response times, resolution rates, and customer satisfaction scores from the start. This clarity helps prevent confusion and misaligned expectations down the line. Consider creating a simple dashboard or scorecard that agents can reference to track their progress against these metrics.

Regular check-ins to review performance against these standards can help identify areas for coaching and recognize improvements. When agents know your standards, they’re better equipped to meet them – and they understand the benchmarks that could lead to longer-term opportunities with your team.

6. Track and Respond to Performance Data

Regular performance monitoring helps you identify where additional support or training is needed. For instance, if data shows your temp workers struggle with handling refund requests, you can provide focused guidance on refund policies and de-escalation techniques. This targeted approach helps you maintain service quality while developing a more capable temporary workforce.

7. Motivating Temporary Staff

Incentives and recognition programs make temporary staff feel valued and appreciated. For instance, offering bonuses or gift cards for achieving specific targets can drive employees to excel in their roles.

Additionally, recognizing achievements through verbal praise or public acknowledgment can significantly enhance morale and create a sense of belonging among team members. Positive reinforcement plays a vital role in sustaining motivation throughout the busy season. Sharing success stories within the team highlights individual contributions and inspires others to strive for excellence.

When temporary staff see that their hard work leads to meaningful results, they become more engaged and committed to maintaining high performance. Ultimately, a motivated workforce boosts productivity and cultivates a positive work atmosphere that benefits everyone involved.

8. Plan Your Post-Holiday Staffing Strategy

The end of peak seasons doesn’t have to mean losing your best temp staffing. Work with your staffing agency to identify high-performing agents who consistently meet your quality standards – they could become valuable additions to your year-round team.

Consider updating your job descriptions to include flexible part-time schedules or on-call positions. This approach helps you maintain a reliable pool of proven talent for future staffing solutions. Their feedback on training, processes, and common customer issues can also help strengthen your temporary staffing program for next season.

Looking to elevate your call center’s efficiency during the holiday rush?

At Salem Solutions, we don’t just provide temporary agents – we help you onboard and integrate them effectively into your call center team. Our proven strategies for quick training and performance monitoring ensure your temporary staff can handle customer inquiries confidently from day one.

Ready to turn your holiday staffing challenges into opportunities? Schedule a consultation now!

News

Industry news, advice and insights from our experts.

Meet SLAs with Scalable Call Center Staffing

Cost-Effective and Scalable Solutions: The Power of Temporary Staffing in Call Centers

The Benefits of Temporary Staffing in Call Centers

Flexibility to Meet Changing Demands

Identify Your Best Permanent Hires

Blending Permanent and Temp Staff for Fresh Perspectives

Reduced Onboarding and Training Time

Access to a Wider Talent Pool

Tips for Implementing Temp Staffing in Call Centers

Get Ahead of Peak Seasons with Strategic Temp Staffing

Set Clear Expectations and Communication Channels with Temp Workers

Build a Collaborative Environment for Temp and Permanent Staff

Encourage Temp Workers to Contribute Ideas and Feedback

Partner with a Specialized Staffing Agency

Need call center staff? We’ve got you covered!

Rapid Response Hiring: How Flexible Staffing Solutions Address Post-Holiday Turnover in Customer Service Roles

Why Staffing Needs Change After the Holidays

Customer Volume Changes

Changing Service Priorities

Budget Reset

Managing Post-Holiday Staffing Transitions: Common Challenges

Balancing Service Quality During Team Changes

Increased Workload on Remaining Staff

Training and Onboarding Costs

Rapid Response Solutions: The Smart Way to Handle Staffing Changes

Cost Savings

Pre-Vetted Talent Pool

Scalability to Meet Demand

Building Your Future Team

Best Practices for Leveraging Flexible Staffing Solutions

Implement Proactive Workforce Planning

Build Strong Staffing Agency Relationships

Train Temporary Workers Efficiently

Build a Talent Pool for Future Needs

Keep your service strong with Salem Solutions

Career Success in New Year

How to Set Yourself Up for Success at Work

1. Reflect on Your Achievements

2. Identify Areas for Improvement

3. Set SMART Goals

4. Embrace Continuous Learning

5. Leverage Networking Opportunities

6. Build Your Resilience

Ready to take your call center career to the next level?

Preparing for the Future: 7 Key Staffing Trends to Watch and Implement

What’s New: Staffing Industry Trends to Apply

1. Navigating the RTO Reality

2. Bringing AI into Workforce Management

3. Promote Diversity, Equity, and Inclusion

4. Making Employee Reviews More Personal

5. ESG Compliance

6. Reskilling for Retention

7. Creating a Future-Ready Workforce

Step into a brighter staffing future with Salem Solutions

Reflect, Refine, and Rebuild: 5 Lessons Learned from Staffing Challenges This Year

Staffing Challenges We Faced and What We Learned This Year

1. Finding the right people.

2. Advancing with automation, effective workflows, and speed.

3. Getting the most out of data and analytics.

4. Making communication and transparency better.

5. Improving how candidates feel about the process.

Bounce back from challenges with Salem Solutions and let’s conquer setbacks together

Maximizing Temporary Staff Efficiency During the Holiday Rush

Why the Holiday Season Can Make or Break Your Call Center’s Reputation

Preparing Your Call Center Team for Holiday Success

1. A Streamlined Onboarding Process

2. Targeted Training Programs

3. Clear Communication Channels

4. Building Team Integration

5. Set Clear Performance Standards

6. Track and Respond to Performance Data

7. Motivating Temporary Staff

8. Plan Your Post-Holiday Staffing Strategy

Looking to elevate your call center’s efficiency during the holiday rush?