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3 tips for getting buy-in to hire a workforce management expert

3 tips for getting buy-in to hire a workforce management expert

Companies today understand the importance of having an efficient and productive team. They trust workforce management experts to help them plan and execute a human resources strategy that helps them achieve their business goals. 

So if you’re considering outsourcing your human resources management, how do you gain buy-in from your senior leadership team? Here are a few tips on how to sell your idea internally:

Tip #1: Identify why you need a workforce management solution
Everyone within your organization may recognize that the business has workforce and operational challenges, but putting it on paper can help to illuminate the issue. 

If you can, quantify the issue with reporting around worker overtime, reductions in service levels to customers, employee overtime or gaps in coverage. All of these types of workforce issues have an impact on revenue.

Engaging a workforce management solution provider such as The West Egg Group can help you address these challenges with strategic operations and human resources solutions.

Tip #2: Educate the decision makers
Bring your findings and business plan to those responsible for making the decision to outsource your workforce management solutions. Help them to understand, and see, the true impact on the business with your current operations. 

As mentioned above, by compiling hard costs and highlighting impacts to employees and the business, you will obtain buy-in to pursue assistance from a workforce expert.

Tip #3: Bring forward the solution
No one wants to hear about a problem without also hearing of the solution. Be prepared to share information on service providers that are experts in solving workforce challenges in your industry. 

If possible, have pricing, a timeline for implementing the proposed change, and the expected outcomes on-hand. These will help to make it an easy decision to move towards outsourcing your workforce management. 

If your organization is struggling with new or legacy workforce challenges, speak to the experts at The West Egg Group about the services and solutions available.

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How workforce management can improve call centre service levels

How workforce management can improve call centre service levels

Workforce management solutions experts are often called upon to onboard, train, and develop call centre talent — talent that is critical to the organization’s success. 

One important factor of success is the level of service your call centre teams are able to provide to customers. Here are 3 reasons your call centre service levels may be suffering and what you can do to address it:

  1. Calls aren’t answered fast enough
    We know that for inbound sales and retention centres, there is a negative impact on revenue if calls are abandoned.

     

    Additionally, customer satisfaction is at risk of decreasing significantly if callers struggle to access assistance, especially if they have an urgent issue. This of course often leads to increased customer churn, a reduction in customer recommendations, and reduced revenue.

    Employing the expertise of a workforce management solution provider can help alleviate these concerns through improved onboarding, ongoing training, and strategic and frequent performance measures to ensure your team is fulfilling your service level agreement to customers.

  2. You have too many calls coming in
    This could be a contributing factor to why inbound calls are going unanswered, but it isn’t an excuse for a diminished level of service to customers.

    Inbound calls may mean that your business is a success — customers can’t wait to sign up for, or upgrade their services with you. Of course this could also mean that there is a fundamental problem with the product or service that you are providing, or how you are providing it.

    Call on workforce solutions experts to analyze your operations and flow of work, to diagnose the problem, and implement a solution — before it negatively impacts your business. 

  3. Your scheduling doesn’t match your customer demand
    Having too few or too many staff on-hand will negatively impact your business. Either your workforce will be sitting idle, or they won’t be able to keep up with the demand.

    Solve this problem with expert human resources management provided by a reputable workforce management solution provider like The West Egg Group, experts on managing on-demand, ongoing, and custom workforce projects.

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Workforce management: Do it well. Do it together.

Workforce management: Do it well. Do it together.

As specialists in workforce management, we often focus on our project deliverables — the end result of our efforts. But lately, we have taken pause to think about the importance of the journey, and in doing so, realize that the work is never truly ‘done’, it’s ongoing and evolving — and there is beauty in that. 

 

When at work, no matter what work is for you, it can feel as though it’s never-ending. You complete one task and another arises. You navigate your way through one crisis and another challenge presents itself. 

 

For some, the inherent cycle of work sometimes does not allow for the feeling of achievement that comes with the absolute finality of completing a large-scale job. We often feel lost somewhere among the everyday tasks and grow frustrated with the process.

 

What we have learned at The West Egg Group is that there is pride and enjoyment in the process of work. Doing, and redoing the work, and working together to get it right. It’s about taking joy in the tasks along the way, even if they require repeating. It’s a natural cycle of success. 

 

We at The West Egg Group thrive on the opportunity to come to work each day ready to do the work, and do it again the next day — working as a team to create and recreate — a beautiful rhythm of work.     

 

Get workforce management solutions from the experts that thrive on showing up to work for you each and every day. Contact The West Egg Group

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