Do you know your employees?
In my travels through the contact center world, I have found that nearly all employees come in and can be broken down into two distinct groups.
Today, I want to briefly go over each so you can better recognize your employees and know the impact and, most importantly, have a keen eye as to who your long-term superstars may become.
Stop-Overs
The "stop-over" employee is that employee who either is merely looking for work or who is trying to get their foot in the door with a profession (such as IT in a support center) or with a company.
The who stop-overs will usually show great enthusiasm as first, but the rigors of a contact center will eventually set in and you will notice a, what can be, maddening turn in their attitudes. Those with the "foot-in-the-door" philosophy will stay just above average, but you must quickly realize that you have a very short window for their highest usefulness and impact.
Thus, no real and immediate cause for alarm with these types, provided that you understand that they will always be looking for greener pastures and, once they prove themselves (which the good ones always do), they will find those pastures.
The more immediate threat lies with those stop-overs who are only looking for a paycheck. Their change in attitude will be immediate and, more often than not, you will see little-to-no buy in to company processes or values and, at best, you will be seeing an average employee day to day.
With these types, it is essential that you monitor their progression and, if needed, make the determination to move forward without them. It is far better for you and for them to realize the position is not a fit than it is to prolong the agony.
One-Wayers
In the stop-over description, you are keen to find those with the foot-in-the-door philosophy as they will work just above average to make an impact until they can be seen as viable for future opportunities. Sounds good, right? You'll get a strong employee. But, you'll only get them for a short while.
Enter the one-wayers. Here you get the best of both worlds as these are the employees that find they genuinely enjoy and relish in the rigors of the contact center. These are your leaders on the battlefields. The people that will consistently raise your CSI while lowering abandon rates and all of the other nasty items. These are the immortals.
The one-wayers are those employees who, although may enter the field for stop-over like reasons, find they want to stay. You will find them consistently performing at above average or higher. These are your "A" employees (thanks, Jack!) that you want to hold on to. These are the people that will be leaders, supervisory, technically or other, and will help your center soar. Your job is to find these people, nourish their growth and let them command the respect they deserve.
The downside? You don't see many of those now do you?
Ending Thoughts
What a great world it would be if we could have our centers staffed with nothing but the one-wayers, right? It would be awesome. I have been close before, but never pitched that "perfect game". However, all is not lost. With a smattering of these employees along with a large chunk of the stop-overs with their feet in doors, you can set your center up for long-term leadership with hard-working and continously fresh employees. You can win!
Just don't get stuck with the clock-watching paycheckers!
