When you work in any kind of support or service industry — as MSPs and VARs do — it is crucial that you consistently maintain a support staff that is capable of taking on the responsibilities associated with their role. This requires organizations to do more than simply find the right people. While the recruiting process is important, the individuals who are ultimately brought in must be able to maximize their skills through proper training. They must also be nurtured throughout their time at the organization to ensure their longevity with the company.
An article in PC World touched on this point and offered support staff managers tips that can help them with all three phases of this process. One way to help retention is to focus on the quality of each employee's work, rather than their basic production numbers.
"When it comes time to review your employees, judge them not just on the quantity of their calls, but on the quality, as well. Contrary to popular belief, providing support for customers can be a rewarding experience, as long as your organization provides the right environment," writes Lauren Barry, the article's author. "By its nature, customer service and technical support requires people to be there at specific hours. But try to give your employees as much flex-time as possible, allowing them to switch hours with other employees when needed."
Nurturing employees can help support organizations like VARs and MSPs retain their workforce, but it all starts with finding the right people. Not only does this involve finding smart and talented people who can do the work that's expected of them, it also means finding those who are receptive to nurturing techniques and truly want to learn, grow and ultimately stay with the organization that hires them. VAR Staffing can help with this effort by identifying and recruiting the best prospects for VAR or MSP's open positions.