It’s the nightmare scenario. Your busy period for the year is about to start and you can’t find enough staff to cover. What do you do? Well, you could lose orders and customers. You could work your existing staff to the bone. Or you could call Symmetry.
As you might have seen, the 3rd edition of the 2023-24 Australian and New Zealand Contact Centre Decision-Makers' Guide has just been published. Symmetry HR is proud to be a sponsor. This in-depth report is based on surveys with 118 Australian and New Zealand contact centres, as well as thousands of customers.
It’s quite the job market we find ourselves in at the moment. In the last two years anyone who has tried to recruit new staff will know that we have a huge talent shortage challenge here in Australia. At the same time much of the workforce is transitioning to remote or hybrid work, and issues such as diversity and inclusion are coming more and more to the fore. These are just some of the many factors that are affecting the way recruiters find and attract candidates. Let’s look at 10 of the top issues you’re going to be dealing with if you’re looking to recruit in Australia right now.
You've created a team, and a special environment in which your business thrives.And you're proud to invite people to work with you.But they have to be the right people for what you've built.One bad egg you can get away with. But teams get spoilt really fast if you don't recruit well.
In this short guide we share the recruitment approach we have used to find thousands of top performers for contact centre, sales, and customer service teams across Australia.
When you need to recruit, it’s always handy to have a benchmark against which you can compare candidates.
Most organisations like yours need to do some background record checks on new employees. But in this job market, where getting candidates over the line to start work can be tricky, you don't want that to be too difficult for your new employees. At the same time you still need to manage risk. And it's different for every industry. We've put together a short guide to the most important official record checks to help you understand when and how to use each one.
You'd have thought having to move hundreds of contact centre staff to homeworking and get used to a whole new way of managing teams and customers was enough to do during a global pandemic. Not so for Teachers Mutual Bank and Tim Powell, who launched a digital bank Hiver aimed at essential workers.
Business is picking right back up, which is great – but lots of companies are now under-resourced as they're finding it difficult to recruit. Freeing up precious internal resources from the burden of recruiting, rostering, or doing payroll admin could help you get your growth back on track.
This one was a special honour. As will need no introduction to most of you, Fiona is the long-term CEO of Auscontact and has been one of the leading lights in our industry for several decades. I've been lucky enough to know and work with Fiona for a number of years so I was excited to get the chance to interview her before she retires in a few weeks.