How to Identify Employee Burnout Before It Does Damage

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May 4th, 2021

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If employees are suffering from burnout, they’re more likely to make mistakes, experience drops in productivity, or start to have attendance problems (i.e. arriving late, leaving early, or calling out of work). Even if only one or two employees are struggling with burnout, managers are likely to notice the effects are office-wide. Once one employee stops pulling his or her weight, other employees have to pick up the slack. This puts added stress on the rest of the staff and can cause a chain reaction of burned out employees. Even if burned out employees don’t affect their coworkers, they are prone to making costly errors that can cause delays.

Thankfully, employee burnout is easy to spot. If managers and employers pay attention to their employees, they can recognize key indicators of burnout and take steps to rectify it before it begins hurting productivity and company morale through employee absenteeism and presenteeism.

  1. Heightened cynicism. Once productive employees may begin to balk at requests. A sudden shift to pessimism indicates the employee is disillusioned with or frustrated by his or her work. On that note, if an employee who is known for being a go-getter becomes negative and doubtful of certain objectives or goals, he or she may be experiencing burnout.
  2. Mistakes increase in frequency and severity. Seeing more typos when employees are under tight deadlines isn’t surprising. However, when an employee who often performs perfect work begins to make preposterous mistakes, something is wrong. The employee may feel underappreciated or overworked. Employers need to take the time to determine if the mistakes are the result of the employee growing careless or if he or she is suffering from burnout.
  3. Sudden disinterest with work. If a certain employee who always has ideas or contributes to the conversation goes silent at every meeting, he or she may be suffering from burnout. If the employee is overburdened with work, he or she isn’t going to engage any further until the problem is rectified.
  4. Attendance problems emerge. Some employees struggle with attendance, but when a previously punctual employee starts coming in late, leaving early, or not showing up at all, something is not right. Absent employees can derail projects, hurt productivity, and torpedo workplace morale. Managers must leverage absence reporting tools to determine if the sudden attendance problems are the result of family issues, an illness, or excessive work. If the problem is the latter, burnout is the culprit behind the absences.

Preventing burnout before it can take hold among the staff is of vital importance to businesses. If your company is trying to contend with absenteeism, Actec can help. Our absence reporting program can improve productivity, reduce absenteeism, and simplify your attendance keeping processes. Contact us to learn more.

4 Ways to Combat Pandemic Burnout in Call Center Agents

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January 26th, 2021

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COVID-19 is affecting every industry, particularly call centers. Call centers for medical facilities, insurance providers, and other related sectors are experiencing abnormally high call volumes from stressed customers. Regardless of industry, all call centers are dealing with upset and stressed out callers. Call center agents must be polite, patient, knowledgeable, and upbeat, which is difficult when managing customers’ stress on top of their own.

However, employers have to motivate call center agents as customers will remember which companies supported them through the pandemic crisis. Companies can use the following methods to keep their call center agents happy and reduce the likelihood of burnout:

  1. Focus on reducing stress. Employees need breaks, but a company’s culture may make them feel like they should work through lunch or after hours regularly. For example, employees may opt to take another call when they should be on their lunch break. Such practices can quickly burn out their enthusiasm for their jobs. Agents are also fielding more stressed customers than usual, which can affect their morale. Implementing stress-relieving activities such as app-guided breathing exercises between calls can help agents lower their stress levels.
  2. Provide encouragement. Recognizing a job well done or applauding soft skills can boost agents’ morale. It also provides an example for newer agents to follow and shows the team that management values their work.
  3. Protect top performers. Top-performing agents are the most likely to burnout due to the demands placed on them. For example, companies may ask top-performing agents to coach and train new employees. While this is a sound strategy, businesses need to balance top performers’ workloads as well. If they’re training new employees and trying to complete their usual amount of work, they’re likely to burnout.
  4. Offer bonuses and other rewards. Call center agents are working harder than ever during the pandemic. Offering cash bonuses, gift cards, gift baskets, and other non-monetary rewards can boost motivation and productivity. For example, companies can hold a monthly raffle for employees with perfect attendance or offer quarterly bonuses to top performers, most-improved employees, etc. When agents have something to look forward to or work towards, they’re less likely to lose enthusiasm for their jobs.

Call centers play a critical role in a business’s success. If your company is considering investing in a call center or looking for new options, Actec can help. Contact us to learn more about our nearshore call center services.

5 Techniques for More Effective Employee Scheduling

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January 19th, 2021

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Building an effective employee schedule is critical to every business’s success. This is true whether an organization operates 24/7, works a traditional nine to five, or spans unusual hours. While these companies have different scheduling requirements, all businesses can benefit from the following guidelines when putting together their employee’s schedules:

  1. Understand the business. Employers need to know their scheduling requirements before they can optimize work schedules. For example, 24-hour businesses will need rotating shifts, whereas companies that operate during standard business hours will do best with fixed schedules. Businesses like coffee shops or restaurants have an additional complication of peak business hours. For example, the coffee shop will need more employees to cover the morning influx of commuters, while restaurants will need to schedule more staff to cover the dinner rush.
  2. Consider employees’ needs. This isn’t as simple as knowing employee availability. Every employee has unique skills and preferences. Businesses that don’t consider these factors may schedule employees that are ill-suited to the shift. Continuing with the coffee shop example above, a new employee may have morning availability all week. However, their inexperience can become a significant bottleneck as they require more time to perform tasks than experienced employees do. It’s also best practice to try and schedule employees during their preferred hours. It may not always be possible, but it reduces employee turnover.
  3. Keep the schedule predictable. Employees appreciate having some consistency to their schedule. While this isn’t an issue for companies with standard work hours, it can be a problem for shift work or 24-hour businesses. For example, ER nurses that work 12-hour shifts won’t appreciate their schedules switching from night shift to day shift every week.
  4. Empower employees. Employees have lives outside of work, and they won’t always be able to work their usual schedule. Employers can implement software that allows employees to request time off rather than routing through a manager, then to a department head, before finally making it to HR. This allows companies to see all leave requests in one location, which facilitates better scheduling. It also gives employees some autonomy over their schedule.
  5. Invest in technology. The days of creating a schedule with pen and paper are long gone. Investing in the right software can reduce the burden of schedule building, improve productivity, and increase profits. Employers can also use software to identify trends and make data-based decisions.

Actec understands the complexity and nuances involved in scheduling employees. Without the proper software, businesses may run into labor compliance issues, struggle to keep up with leave requests, and overlook attendance problems. Our absence tracking mobile app helps ensure compliance with labor laws, allows employees to submit leave requests, and provides actionable insight into employee attendance. Contact us to learn how our mobile app can help your organization.

5 Causes of Costly Unplanned Overtime

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January 4th, 2021

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Working overtime happens in all industries, particularly during peak seasons. However, paying employees overtime is an expense that executives don’t accurately calculate into the budget. It can cause several headaches across multiple areas within the company as well. HR has to make sure the company complies with labor laws as well as field disgruntled employees. Managers have to distribute the additional hours across their teams, which makes scheduling a challenge. Employees that work overtime may harbor resentment toward their employers or burn out from the extra work.

The costs of unplanned overtime have a domino effect throughout the entire organization. If businesses are paying more for overtime than they planned for, they may have one of the following problems:

  1. A company culture that encourages working overtime. If employees receive bonuses for working overtime, it can incentivize staying late. Similarly, if management or company leadership conflates loyalty with working overtime, employees may feel their job is in danger if they don’t work more than 40 hours a week.
  2. Chronic staffing issues. Every company has surges that may require employees to work late. However, if these periods of knuckling down become a weekly event, the company may have a staffing shortage. Employees that seem burned out or complain of needing a vacation may have too much work for one individual.
  3. Insufficient training. Employers may notice certain employees take an excessive amount of time to perform their work. This issue could also present as new employees consistently taking longer than their coworkers to perform the same task. Providing employees with additional training or professional development opportunities can help cut down on this kind of unplanned overtime.
  4. Outdated technology. Slow technology or insufficient equipment can hamstring productivity. If employees don’t have the tools they need to complete their work within normal hours, the overtime will begin to accumulate.
  5. An unclear or poorly enforced overtime policy. If managers aren’t clear on policies, they may consistently schedule overtime without realizing the costs. Employees may also work additional hours without approval if the company handbook doesn’t outline the rules for working overtime.

Having advanced attendance tracking technology can provide actionable insights to help businesses combat unplanned overtime. Actec’s absence tracking mobile app provides data so companies can identify trends. This allows them to pinpoint which departments or employees have consistent attendance issues. Whether your company is struggling with employee tardiness, absenteeism, or unplanned overtime, Actec can help. Contact us to learn more about our absence tracking mobile app.

4 Benefits of Allowing Call Center Employees to Socialize

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December 28th, 2020

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Considering that call center employees spend their working hours on the phones with customers, opportunities for socializing may seem scant. However, agents aren’t tethered to their seats from the moment they arrive to the instant they clock out of work for the day. Employees visit the breakroom for coffee, take breaks for lunch, or pass each other in the halls.

While productivity-driven employers may frown upon idle chatter, socializing amongst agents can reap several benefits:

  1. Happier employees. Call center agents spend a significant portion of their day at work. If employees don’t engage with each other, the office can quickly become a dreary place. Call center employees who don’t enjoy their work environment are less likely to grow their skills or deliver superior service to customers.
  2. Faster onboarding. The first few days on the job are often daunting for new employees. Even if their employer provides extensive training and guidelines, employees often learn better from their peers. They can discover helpful tips that help them perform better at their job and find their fit within the company’s culture.
  3. Less employee turnover. Call centers often struggle to retain employees for several reasons, some of which are outside of their control. However, allowing employees to socialize is an effective means to reduce the turnover rate. The environment is friendlier, which helps employees perform better. These successes often lead to praise and recognition, which fuels future efforts in the workplace. When employees thrive in the workplace, they’re more likely to stay.
  4. Better collaboration and coaching. All teams are stronger when they work together. Call center employees that socialize are more likely to help each other out or offer advice. Without this camaraderie, employees are less likely to improve, engage, or enjoy their work.

Managing a call center is a challenging task but well worth the effort. If your company is considering investing in a call center, Actec can help. Contact us to learn more about our nearshore contact center solutions.

How to Manage Employees Across Multiple Locations

Posted on

December 21st, 2020

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With many employees still telecommuting, businesses are familiar with the challenges of managing employees they no longer see in person. Some of the most common pain points are confusion regarding new procedures or projects, diminished productivity, and administrative difficulties. Businesses can implement several strategies to help reduce these issues.

Provide Clear Guidelines

Employees are navigating their new norm while trying to keep up with their typical responsibilities. If employees aren’t sure what they’re supposed to be doing, their work isn’t likely going to align with the company’s needs. Confusion also causes delays and can stifle productivity. Businesses should set clear policies, update project priorities, and clarifying timelines for telecommuting employees.

Prioritize Communication

Employees may feel lost, neglected, or disconnected after so much time spent at home rather than in the office. They’re less likely to care about company policies without oversight and may lose interest in their work. Communicating often across multiple channels can help unify employees during these challenging times. Recognizing hard work, establishing a virtual coffee hangout before work hours, and other efforts to maintain open communication can help remind employees they are still a valuable part of the team.

Utilize Technology

Day-to-day administrative tasks are much more challenging when switching to a remote workforce. Without technology, attendance, meetings, and collaboration among employees are almost impossible. Many businesses embraced video conferencing to maintain meetings and facilitate communication between departments working on various projects. Investing in attendance tracking software is also critical to avoid time theft and unchecked absenteeism.

Actec understands the challenges companies are facing as the pandemic continues into the new year. We developed our absence tracking mobile app to help businesses accurately track employee attendance and identify concerning trends. Our mobile app also streamlines the administrative side of attendance reporting, as it is a self-service platform with several communication channels to suit employee preferences. Contact us to learn how our absence tracking mobile app can help your company.

HR 101 for Small Businesses

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December 7th, 2020

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Many startups and several small businesses often rely on a single individual to manage human resources tasks. Some business owners make this decision due to the small nature of the company and perceived lighter workload. However, even the smallest of businesses have to comply with labor laws and other work regulations.

When a single employee manages HR, that individual has to balance compliance with administrative tasks and ensuring all employees receive accurate and prompt paychecks. Their busy workload often means they have little if any time for other HR tasks like recruiting, onboarding, and scheduling.

Investing in HR software can help small businesses reduce manual tasks and master the following essentials:

  1. Compliance. Federal labor laws are complex and constantly evolving. HR ensures the company complies with these laws and handles all required forms such as I-9s, W-2s, W-4s, etc.
  2. Payroll. HR ensures employees receive their paychecks on time without errors. Payroll is a complex task involving collecting timesheets, calculating pay, and accounting for taxes and withholdings. This process is prone to human error when done by hand, which can result in costly compliance fines.
  3. Recruiting. Finding the best person for an open position is a significant challenge. HR employees have to publish job listings, filter candidates, and perform background checks. Poor talent acquisition standards can result in high turnover and poor job performance, which has long term consequences for the company’s success.
  4. Onboarding. HR has more work to do once recruiting candidates for open positions. New employees have to fill out several forms, learn company policies and procedures, and meet their team. Onboarding is critical to help employees find their groove and understand their role within the organization. Without it, they may flounder, make avoidable mistakes, or struggle to engage with their team.
  5. Attendance management. HR manages employees’ schedules and leave requests to ensure the company has the appropriate staffing. This includes paid time off, sick leave, overtime, and more to comply with labor laws. They are also responsible for other areas of attendance, including tardiness and absences.

Without absence management software, it’s difficult to track attendance. Managers from different departments may provide sick leave requests at different hours of the day, and late arrivals may go unnoticed if it’s less than five minutes. While five minutes may not seem significant, it adds up over time—especially if the employee skims five minutes off the end of the workday and extends their lunch break as well.

Robust absence management technology allows companies to track attendance with much greater accuracy. It also allows employers to notice trends and identify attendance issues that can hurt workplace morale, productivity, and profits. To learn how mobile absence tracking software can help your business, contact the experts at Actec.

5 Ways to Better Manage Employee Scheduling

Posted on

October 5th, 2020

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Employee rosters change often, particularly for businesses that experience seasonal rushes. COVID-19 has also changed the makeup of business hours, employee schedules, and more. Having attendance software and procedures in place can help reduce the confusion, boost productivity, and improve profits. Businesses should consider the following to improve scheduling at the employee, management, and business level:

  1. Maintain an updated list of employees. If company leadership doesn’t know who’s working for them, it can result in understaffing or overstaffing—both of which cost businesses money. Businesses should keep up-to-date records on all employees including their department, any cross-training they’ve received, their skills, and job status (e.g. contractor, temporary hire, part-time, full-time, etc.). These details allow managers to schedule relevant workers without leaving labor gaps or over-saturating a particular department.
  2. Have a plan B. Even the most reliable of employees can experience a last-minute emergency. This is where having a comprehensive employee roster is invaluable. Managers can use the list to identify other employees who have the skills and availability to take over the shift.
  3. Manage talent. Scheduling employees for shift positions that don’t align with their skillsets can erode morale and slow productivity to a crawl. Understaffed workplaces often encounter this issue as they have no choice but to schedule employees even if they aren’t the best fit for the job. Reviewing employee skills and training can provide guidance for more effective employee scheduling.
  4. Look at historical data. Businesses can analyze their attendance data to notice trends like increased demand for holiday scheduling, slow seasons, and absenteeism. This information can guide scheduling practices to ensure employees aren’t over-worked, bored, or ill-suited to the work.
  5. Keep communication simple. Employees have lives outside of the workplace that can place demands on their time and require them to take leave. They need a simple way to submit leave requests to avoid scheduling gaps and reduce staffing confusion.

Actec understands that tracking employee attendance and scheduling restraints can be challenging. That’s why we created an absence tracking mobile app to simplify attendance in the workplace. Employees have several channels for submitting leave requests including telephonic, chat/text, or through the app itself. All requests route to the same centralized location, eliminating communication errors between management, various departments, and HR. Contact us to learn more about effective absence management.

How to Track Excessive Absences in the Workplace

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September 21st, 2020

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Businesses can’t function much less turn a profit if the employees don’t show up to do the work. When absences begin piling up, it has a domino effect on the rest of the company. Projects may fall behind schedule if a key employee is regularly missing. This bleeds into other projects as well as team members may need to stop what they’re doing to catch up on the absent employee’s work. This effects workplace morale as well, causing a company-wide productivity problem.

Identifying Absenteeism

Without adequate absence management software, managers will struggle to keep track of which employees have impeccable attendance, spotty attendance, or rampant absenteeism. Before taking any action, however, managers need to determine the cause of the absence as many are legitimate. Some common examples include:

  1. Calling out sick
  2. Doctor’s appointments
  3. Paid time off (PTO) such as vacation days
  4. Maternity/Paternity leave and other leave protected by the Family Medical Leave Act (FMLA)
  5. Religious holidays
  6. Unpaid, approved leave
  7. Jury duty

Whether the absence is valid or not, employees should give notice before the day itself with the exception of requesting sick leave. Having an absence management system in place allows managers to keep track of excused and unexcused absences.

The Benefits of an Absence Management System

Absence management systems keep all attendance data in a centralized location. This allows managers to simplify tracking attendance, tardiness, leave requests, and absenteeism. It also lets managers identify trends such as an individual employee that frequently arrives late or calls out of work without notice. With that information, managers can make data-driven decisions and changes to reduce attendance issues, address work-related problems contributing to absenteeism, and improve productivity.

Mobile Absence Tracking

With COVID-19 forcing many businesses to shift to a remote workforce, tracking attendance is more challenging than ever. Having a mobile app to manage leave requests and track absences reduces confusion and simplifies absence management. Actec’s absence tracking mobile app provides employees with several channels for submitting leave requests including telephonic, text/chat, and directly through the mobile app itself. This allows employees to choose the method they’re most comfortable with, which is vital to ensure employees follow attendance policies and procedures. To learn more about mobile absence tracking, contact the experts at Actec.

4 Benefits of Mobile Absence Management Technology

Posted on

September 7th, 2020

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Keeping track of employee’s attendance is vital to the success of any business. Attendance is a significant indicator of the overall health of any company. Whether employees are consistently tardy, call out often without notice, or work well after closing time, they can cause a chain of events that derail the company’s goals. For example, employees that have frequent, unplanned absences affect workflow and can delay projects. Conversely, employees that clock 60-hour work weeks on a regular basis run the risk of burnout, which stymies productivity.

Tracking employee attendance is also vital for several other office functions including timely payroll, accurate enforcement of attendance and leave policies, and ensuring compliance with labor and leave laws. Implementing a mobile absence management solution can help improve attendance tracking in the following ways:

  1. Streamlines leave requests. Antiquated systems that require employees to contact their direct supervisor when they need to call out of work or submit leave requests are slow and faulty. This requires the manager to route the request to HR, which can rapidly become hectic and confusing with multiple departments to handle. With a mobile application, employees can log their unplanned leave when they’re sick or submit vacation requests all in one location. This simplifies the process, eliminates delays, and allows HR to see all relevant data in one convenient location.
  2. Reduces paperwork. Eliminating the paperwork element of submitting a leave request has several benefits. It saves time for employees and management as it reduces the need to print a document, fill it out by hand, walk it over to management for approval, etc. Submitting electronic requests removes this time-consuming process.
  3. Saves money. Reducing paperwork doesn’t only save time, it saves money as well. Employees and managers gain back the time they would have otherwise spent submitting and processing leave requests to focus on their main tasks instead. Mobile absence tracking can also identify trends like departments with frequent tardiness or an employee with questionable attendance. Pinpointing these issues allows employers to take action before these unwanted behaviors begin affecting employee morale, productivity, and profits.
  4. Simplifies scheduling. Managing leave requests for multiple departments, particularly when the requests come through several channels and sources, is a major challenge for HR and company management. Managers may approve leave requests based on incomplete calendars, which can cause issues for time-sensitive projects. By centralizing attendance, absences, and leave requests in one location, companies can reduce scheduling chaos and miscommunication.

With all the new challenges COVID-19 has created for businesses, tracking absences shouldn’t be one of them. Contact the experts at Actec to learn more about how our absence tracking mobile app can help your company.