While a report last month indicated that call center jobs might be starting to dry up, New Zealand seems to be bucking that report. In that particular country, there is such a demand in the call center area that companies are starting to supplement their work force by directly appealing to stay-at-home-moms. In New Zealand at least, the call center industry appears to be in a “good place.” That is at least according to John Chetwynd, the director of contact center recruitment firm, Call Center People.
The New Zealand call center market is apparently so good that there are some companies from outside the country who are bringing their call centers to the area. Because of this influx of companies, there has been a shortage of workers who are actually skilled enough to do the job. Training of new employees only goes so far and can only go so quickly. There are still quite a few jobs that need to be filled.
Some call centers are starting to look at basically using some variation of a VoIP call center. This is the kind of call center that can actually have several different locations. Among those locations is the ability for some stay-at-home moms to actually work from home using these VoIP numbers. While there are some companies that see the benefit of doing this, not everyone is on board just yet. New Zealand has managed to make themselves an attractive location for call centers because they pay lower wages than neighboring countries. Some NZ call centers are able to do that by paying less wages in exchange for convenience because their employees can work from their own living room.
"Companies should also make it easy for staff to access the information they need, provide good tools, and simplify systems - to make it easier for staff to do their job. Companies should be investing in knowledge management. All the support and information needs to go online." Chetwynd said in a recent statement. If all of that information is online, it makes it that much easier to employ work-at-home employees.
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