After several months of remote working – a workstyle many contact center leaders would have deemed impossible to implement a year and a half ago – employers are finding it difficult to lure staff back into the office. The Delta variant notwithstanding, it seems that employees are far too settled into the routine of managing teams, work, and calls to return to onsite employment anytime soon. And as contact center managers weigh the decision of when and how to return staff to work safely, they are also faced with determining appropriate and fair compensation for employees in multiple work styles: onsite, remote, and hybrid work. To download a white paper on WFH for contact centers, click here.
So, if you can hire anyone, from anywhere, what should you pay them? An equitable approach would be to determine employee compensation based on the competencies and skillsets required to do the work. This way, wages are fair across the board, consistent, and avoid future morale issues among peers. It’s easy for managers to justify lower wages for remote employees: no commute time or travel expenses, reduced stress, and improved work-life balance. But these “perks” only contribute to job satisfaction and employee engagement; they should not be viewed as a trade-off for fair and equitable compensation.
Work from home or hybrid work as an option for the majority of US workers is not going away anytime soon. Companies should value remote, hybrid work, and office-based contact center employees by looking for ways to increasingly reward newfound skills and competencies through compensation. Getting pay right for workers requires a thoughtful and well-articulated approach to compensation for all staff, regardless of work style. Reduced pay hurts your business, is bad for employee morale, which can ultimately impact customer experience at its most vulnerable point of interaction.
Are you looking to make changes to your contact center compensation plan based on multiple employee work styles? ApexCX can help you model different scenarios based on desired business outcome to find the right compensation plan that benefits both your employees and your customers.
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(Sep 3, 2021)