Glen Sutherland, Call Centre Manager
Me and My Job
Retraining
A potential challenge in the future is maternity leave and retraining. I have a couple of women agents who are pregnant, which means I will have to train new people. When that happens, productivity goes down because the new people are not as efficient.
There's a lot of information new agents need to know, so they aren't really proficient in their job for about six months. I don't put them under a lot of pressure because I know there's a lot to learn. But you have to be prepared for when these new people come. The numbers are going to go down.
We're lucky that we've got some really fantastic people who really excel and can help us make our quota during these times.