All 400 agents now answer e-mail messages and phone calls. A group of agents work an evening shift to help customers who have questions about the Web site or anything else. The company also employs a team of human resources consultants, including several lawyers, who answer questions about topics like labor laws and unions. Customers receive additional help from a team of benefits experts, who answer questions about all types of employee benefits, and from a team of financial experts, who show customers how to handle tax payments. Staff Leasing's four-week training program for agents focuses on phone etiquette.
Agents also practice answering actual calls.
Harris says that for now, Staff Leasing's customers don't usually send e-mail messages. That's why agents receive training about Staff Leasing's Web site so that they can show customers where to find the information they need on-line. Agents also learn how to use Oracle Human Resources Management System to update the reports posted on the Web site. Witness call monitoring software. Besides recording each call, the system also captures agents' screens and allows managers to view the Web pages agents push to customers as they help them look up information.