Call centre recruitment often sees hiring managers facing the predicament of whether to employ solely permanent staff or consider temporary staff too. There are pros and cons for both types of employee and it’s important to be aware of these, so you can make an informed decision when it comes to determining the best recruitment strategy for you.
Hiring permanent staff will suit you if your business model involves planning in advance as you will know who’s working on what and not have to worry about the introduction and departure of temporary staff along the way. The job security you provide your employees will be much appreciated and the long-term prospects you offer should encourage your employees to work more efficiently. Permanent staff can immerse themselves into the company so they are fully aware of your culture, values and mission. This integration will enable them to progress in their career which inevitably benefits the company as the quality of their work will improve, thus so does your business. Permanent employees have the time to really get to know your company’s products and services, and the experience they gain will enable them to provide a better service. In particular, you can expect to witness a significant improvement in your staff’s level of customer service, as their experience will allow them to become accustomed to the best methods of handling varying sorts of customer.
In theory, permanent staff should be more committed due to their future prospects, but a number of studies have discovered that, in reality, temporary staff often perform better. This is often put down to permanent workers becoming complacent thus losing motivation to hit targets. In addition, the effect of office politics or a poor working environment can often affect the quality of the work produced by permanent staff.
The flexibility of temporary staff is a particularly attractive quality for both you the employer and employees. Staff can be hired for particular projects and if they impress you, you can consider them for future campaigns. Because they are working for a shorter period of time and are focused on one task, temporary workers tend to have a better mentality as their motivation is heightened by their time limit to impress. Furthermore, their desire to secure another short-term contract or extend their current one can often make temporary employees feel like they need to prove themselves: again a good incentive to perform well.
Unfortunately, how temporary staff achieve their results may not always be through honest methods. In truth, many temporary employees will be selfish as they strive for results for their own benefit, rather than the company as a whole. They will be more inclined to use shortcuts, such as making bad matches between clients and products/services just to get a deal. Therefore it may look like a temporary employee is doing a better job, as they are hitting all their targets and showing willing, but beneath the surface they could be less committed than you realise.
Now you’re fully aware of the benefits and drawbacks of permanent and temporary staff, it’s time to decide which form of employee suits your business model best. It may be worth trying a mixture of the two, but make sure you manage your staff effectively in this case, as this often creates a performance divide. You will need to ensure all your staff feel important, recognised and supported in their roles.