How to Scale High-Performing Agents for Your Contact Center
Scaling your contact center with high performance and precision is a constant challenge, especially during peak seasons or unexpected spikes in demand. However, this doesn’t have to be a top-of-mind challenge for contact centers with the emergence of GigCX models. These flexible models are designed to help contact centers scale affordably without compromising performance or customer experience.
In this blog post, we'll explore the most effective ways to scale high-performing agents for your contact center, with a focus on leveraging GigCX (Gig Customer Experience) providers to meet your staffing needs efficiently.
Why Scaling High-Performance Matters
This almost goes without saying, but having the ability to scale your contact center with top agents is essential for maintaining a high level of customer service. Long wait times and inadequate support can lead to customer frustration and lost business. Any great customer service leader understands the value of running an effective contact center operation. Your agents are on the frontlines, creating a brand experience that can drastically impact a customer's loyalty. With the right resources or partners, scaling high-performing agents effectively allows you to meet customer demands, reduce response times, and increase customer satisfaction.
The GigCX Advantage: High Performance at Scale
GigCX providers offer a game-changing and cost-effective solution for contact centers looking to scale their workforce with high-performance agents. Keep in mind that different providers have different methods of scaling. At ShyftOff, we only leverage highly qualified, US-based agents to support our contact center partners. By ensuring they have access to a talent pool of experienced agents, we can ensure they meet and even exceed their customer service KPIs.
On-Demand Agent Availability
GigCX platforms, like ShyftOff, connect you with a vast pool of expert agents who are readily available to handle customer inquiries. We work to train agents at scale so that your company has the best talent available to serve your customers. With our AI-matching technology, we also ensure that the most skilled and qualified agents are paired to serve your campaign. Contact centers with access to a trained and experienced talent pool eliminate the need for lengthy recruitment and onboarding processes, significantly reducing the time required to scale your workforce.
This is one of the biggest perks of working with a partner like ShyftOff. GigCX is a flexible model by design, enabling contact centers to scale their workforce up and down as needed without impacting your workplace culture or fostering a culture of attrition. GigCX also enables contact centers to staff 24/7. GigCX agents often join to work with partners like ShyftOff to have the ability to work nights, weekends, and even holidays. Whether you're dealing with seasonal peaks or unexpected spikes in demand, you can appropriately adjust your staffing levels without the long-term commitment associated with traditional hiring.
Effective Ramp-Up of High-Performing Agents
The ramp-up period to onboard GigCX agents is significantly shorter than the months it can take to hire and train full-time high-performing agents. This means you can have a fully functional, expanded team without the usual barriers it takes to staff your contact center, ensuring you're prepared for any surge in customer interactions. We also eliminate the administrative burden it takes to spin up a scalable, high-performing workforce. At ShyftOff, we work closely with our partners to optimize their training into a self-paced, e-learning format that’s designed to monitor and track agent proficiency. This way, we ensure that only the most competent and successful agents are ready to serve their campaigns.
The Math Behind GigCX ROI: How to Save Money with Scaling Agents
Let's dive into some numbers to illustrate the potential return on investment (ROI) of leveraging GigCX for agent scaling:
Your contact center experiences a holiday season surge in customer inquiries, requiring an additional 50 agents for two months.
Traditional Hiring Model:
- Hiring and training a full-time agent can take 2-3 months.
- Recruiting costs (advertising, interviews, background checks, etc.) can add up to $5,000 per agent.
- Training costs (materials, trainers, salaries) may reach $2,000 per agent.
Considering the above, here’s a look at the total cost for 50 Full-Time Agents:
- Recruitment: 50 agents x $5,000 = $250,000
- Training: 50 agents x $2,000 = $100,000
- Salary for 2-3 months: 50 agents x $2,800 x 2-3 months = $280,000 - $420,000
- TOTAL COST: $630,000 - $770,000
Now, let’s compare this to the cost of a GigCX model.
- Onboarding GigCX agents takes less time than traditional onboarding
- GigCX providers often offer competitive pricing, which varies based on usage.
- Only pay for productive time (no need to spend on recruiters, recruitment marketing, or training)
- At ShyftOff, we only staff your contact center with US-based agents (you get access to the best agents available)
On average, a GigCX model can save up to 35% in operating costs. Considering the math above, your costs to hire the same amount of agents would be between $409,500 - $500,500. The savings are enough to make any financially savvy decision-maker reconsider their current staffing model costs.
Best Practices When Scaling Agents
Narrowing in on Forecasting
To leverage GigCX effectively, it's crucial for contact centers to improve their forecasting accuracy. Accurate forecasting helps you determine when and how many GigCX agents to bring on board to meet customer demand without overstaffing. At ShyftOff, we work closely with our partners to ensure we help you nail these forecasts. In the onboarding process, we work closely to compare your current forecasting to help determine how many agents you’ll need to achieve perfect staffing.
Leveraging Partners Like ShyftOff
Partners like ShyftOff specialize in helping contact centers design custom plans to staff their contact centers optimally. They use advanced forecasting techniques and data analysis to provide you with the precise staffing solutions you need.
Key Steps for Collaborative Forecasting with a GigCX Partner:
- Historical Data Analysis: Review past customer interactions, seasonal trends, and historical call volume data to identify patterns and anticipate future demand.
- Real-Time Data Monitoring: Continuously monitor real-time data during peak periods to make on-the-fly adjustments to your staffing plan.
- Scenario Planning: Develop contingency plans for various demand scenarios, enabling you to respond to unexpected spikes or drops in call volume.
- GigCX Integration: Work closely with your GigCX partner to seamlessly integrate on-demand agents into your workforce as needed.
In conclusion, scaling high-performing agents for your contact center efficiently is vital to meet customer demand and maintain high service standards. Leveraging GigCX providers offers the experience, flexibility, and cost savings necessary to achieve this. By carefully forecasting customer demand and partnering with experts like ShyftOff, you can ensure that you have the right number of agents in place when you need them most, resulting in improved customer satisfaction and a positive impact on your bottom line. Embrace the GigCX revolution and transform your contact center's scalability today.
For more insights on how GigCX is designed for complex work, you might be interested in the following resources from our blog:
- Exploring the Types of Contact Center Outsourcing
- Why Turn to U.S. Call Center Outsourcing Companies?
- What are the Costs for Outsourcing Customer Service?
Interested in augmenting your contact center operations with GigCX?
Contact our team to get started.