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Workforce planning and management FIT in call centers

Workforce planning and management FIT in call centers E-HR Workforce planning and management FIT in call centers Rafael E. Padilla-Vega, Cynthia Iris Sénquiz-Díaz and Angel Ojeda-Castro One of the current challenges 2. Understaffing: The workload level Rafael E. Padilla-Vega, Cynthia Iris Senquiz-Dı´az, and human resources professionals may be higher than expected, Angel Ojeda-Castro are all based at the encounter in call centers is leading to long and irregular School of Business and workforce planning and waiting times by the clients. Entrepreneurship, Ana G. Mendez management. In this type of 3. Staffing: The workload level may University, San Juan, Puerto Rico. industry, labor costs reach up to a be equal to expectations. Most maximumof60per centofthe employees are busy enough, budget. Besides, the daily leading to regular waiting times constraints in service levels by the clients. add to conflict augmentation between essential business Proper schemes solutions demand functions. knowledge on different factors to reduce opportunities for pitfalls, such Currently, jobs in call centers as: have one of the highest labor jobs amount of customers to be turnovers with rates between 35 handled; and 40 per cent (Hughes et al., workload expectations; and 2019), surpassing the average rate of 15 per cent in other jobs service-level efficiency. (National Retail Federation http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Strategic HR Review Emerald Publishing

Workforce planning and management FIT in call centers

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References (4)

Publisher
Emerald Publishing
Copyright
Copyright © Emerald Group Publishing Limited
ISSN
1475-4398
DOI
10.1108/SHR-02-2020-176
Publisher site
See Article on Publisher Site

Abstract

E-HR Workforce planning and management FIT in call centers Rafael E. Padilla-Vega, Cynthia Iris Sénquiz-Díaz and Angel Ojeda-Castro One of the current challenges 2. Understaffing: The workload level Rafael E. Padilla-Vega, Cynthia Iris Senquiz-Dı´az, and human resources professionals may be higher than expected, Angel Ojeda-Castro are all based at the encounter in call centers is leading to long and irregular School of Business and workforce planning and waiting times by the clients. Entrepreneurship, Ana G. Mendez management. In this type of 3. Staffing: The workload level may University, San Juan, Puerto Rico. industry, labor costs reach up to a be equal to expectations. Most maximumof60per centofthe employees are busy enough, budget. Besides, the daily leading to regular waiting times constraints in service levels by the clients. add to conflict augmentation between essential business Proper schemes solutions demand functions. knowledge on different factors to reduce opportunities for pitfalls, such Currently, jobs in call centers as: have one of the highest labor jobs amount of customers to be turnovers with rates between 35 handled; and 40 per cent (Hughes et al., workload expectations; and 2019), surpassing the average rate of 15 per cent in other jobs service-level efficiency. (National Retail Federation

Journal

Strategic HR Review – Emerald Publishing

Published: Jan 30, 2020

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