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Staff

GUEST BLOG: Why operators should be open to using flexible staff

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Could a flexible workforce be right for your business? There are five key benefits for you to consider, says Coople…

Matching and optimising your staffing levels to the business you are experiencing can be a challenge, especially when you need to maintain high standards throughout the customer experience. A flexible, adaptable workforce provides a solution. Yet, many firms aren’t open to flexible working opportunities.

So, could flexible working be right for your business? There are five key benefits to consider when you’re weighing up the pros and cons with your operations in mind.

  • It’s estimated that the average business can improve their margins by 10-20% simply by using the right mix of contracted and on-demand staff for your business.
  • With a database of flexible employees to tap into, you’re in a better position to cover unexpected staff absences or planned holidays without your customer experience suffering as a result.
  • It maintains your standards and procedures. With a flexible workforce, you know you already have trained, experienced staff that you can turn to when you need them most.
  • It can be a bonus for some potential employees who prefer a more flexible approach, helping you to secure the top talent.
  • When you have strategic goals in mind, a flexible workforce can provide you with the short-term expertise that you need.

For a flex pool to work effectively, it is essential for management to balance tasks and responsibilities between permanent and flexible workers. A unified pool can automate processes and add to the value chain, covering areas such as, recruitment, on-boarding, and payroll through to performance management and quality assurance, allowing you to focus your time and resources on other business aspects. Flexible pools combined with an innovative platform allow you to remove the need to filter through CVs, co-ordinate multiple payments, and much more.

Speak to us to find out more.

EvaluAgent: Unhappy call centre workers costing UK economy £2.3 billion…

 800 450 Jack Wynn
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Partnering with ContactBabel and basing its research on the UK Contact Centre HR & Operational Benchmarking Report, the provider of workforce management software, EvaluAgent, has calculated that unhappy call centre employees are costing the UK economy an estimated £2.3 billion every year.

Managing director at EvaluAgent, Jaime Scott, said: “A major challenge faced by many is delivering a great experience to customers that are more demanding and vocal than ever. As the call centre continues to play an increasingly important role in the customer experience, customer service leaders need to invest not only in CX technology but also in technology that engages, motivates and empowers the humans behind the technology.”

Read more on the research here

Forum News: The hidden costs of exhibiting at trade shows…

 1024 666 Jack Wynn
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Without the knowledge of other costs involved, the £2000 stand you’ve just booked at your industry trade show looks like a really inexpensive way of generating new business. But is it really justifiable?

Assuming you have just bought a stand and shell scheme, you will still need to consider the following costs:

  • Show services such as lighting and electrics. These facilities are often controlled by the event organisers and can be costly. Also add on furniture hire, even carpeting. Estimated cost: £500-£1000.
  • Then there’s transportation, moving the whole stand together with any literature and other equipment, all will need to be transported to and from the show with another £500 added on to the bill.
  • Paramount to any trade show exhibition is advertising and other promotional materials which can amount to more than £1000. It’s all very well having a lovely brochure, but be aware of the cost of handing them out.
  • Once the stand and everything else is up and running, your staff will need feeding. Five staff members with breakfast, lunch and dinner over the average three days is not cheap.
  • When the exhibition is finally over, the charges keep on coming with clear up costs. Make sure you take your rubbish and leftovers with you or you may well get charged; and if your site is damaged in any way, it will more than likely result in an invoice.
  • Making sure you acquire an adequate insurance policy, not only for your goods on display, but also liability insurance should anyone hurt themselves while on your stand is crucial. And that’s not cheap either, with an expected £150 or more price tag.
  • You’re not finished yet; personnel is considered as one of the biggest costs of an exhibition. In addition, the extra £1,000 an employer will have to pay staff for longer hours, other costs such as accommodation, food, travel and parking also come into the equation.

Look at all the leads we’ve got…

The mountain of business cards you’ve collected; the dozens of quotations you were asked to supply after the event; the hours of organising them and calculating estimates; these are time consuming – as is following them up.

Then there are the decision-makers you met, or were scheduled to meet. Did they even show up to the event? If they did bother to put on an appearance, did they find your booth; did you get the chance to sit down and talk?