Temp to Perm

Author: CCa2z

Date: 12th November 2009

'Temp to Perm' is a phrase used which usually describes a process of converting temporary workers to permanent ones.

Contact centres rely heavily on temporary workers to service their front-line operations.  Such agents are normally brought in in bulk to seat an induction training session.

Agents may be brought in on the understanding that permanent opportunities will be available;

  • At a specified time
  • When permanent vacancies become available

Temporary staff should be performance managed in the normal way and have a balanced scorecard of objectives.  Performance can then be monitored to aid progress and development.  Some centres are known not to performance manage temporary staff in the same way as permanent staff - clearly not the correct thing to do.

The recruitment and selection process should be robust to test competencies at the outset.  Some contact centres in crisis mode merely bring in staff without any testing.  To exacerbate things, robust performance management is not in place and temps are eventaully made permanent because they have acquired knowledge over a period of time.  The prospect of losing temps with knowledge when hign attrition rates exist sometimes forces the 'hand'


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