How to perform Job Evaluation in Call Center?

31 August 2023

Job evaluation methods are primarily conducted in structurally complex companies that have diverse positions and, consequently, career paths. Although it is not a rule, even smaller companies also utilize the job evaluation process, which begins when determining the compensation for specific positions based on the provided job description. This job-based method of planning the company’s structure helps in allocating responsibilities and performing evaluations to create a balanced pay system.

What is a Job Evaluation?

The process of job evaluation involves organizing the compensation policy within a company and determining the value of individual positions using different methods. It is an ideal way for HR department to establish a fair and transparent pay system, career paths, and also aids in creating strategies for the functioning of different departments within organizations. Through job evaluations, compensation for each position aligns with the role that individuals or teams hold in the company. When determining compensation for a specific job, the key factors considered are the level of decision-making responsibility and the difficulty of tasks performed, which can be assessed using both quantitative methods and qualitative methods of job evaluation. These aspects of the job are carefully evaluated in the hiring process to ensure proper compensation alignment. It is not surprising that responsibility and decision-making increase with experience, which translates into higher compensation.

Job Evaluation process is crucial in big organization like call center

One big industry where determining the value of individual positions is crucial is the call center sector. Job evaluation in call centers is more complex and challenging than in other organizations due to the high turnover among consultants. Some call center employees feel that they have limited opportunities for growth, but in reality, the situation is quite different. Advancement within the organization is common, and this requires a well-defined job classification method and ranking method system to help HR and management make informed decisions.

However, selecting suitable candidates for higher positions is not always an easy task because call center employees are often seasonal, such as university or school students who work during their breaks. It frequently happens that they excel in their roles and customer service work but return to their studies and resign from their jobs – and that’s normal. Even if a student decides to combine work with education, they usually cannot work full-time due to their academic and personal commitments.

Nevertheless, student employees are attractive candidates for potential employers due to their excellent knowledge of modern technologies and openness to new experiences, which will benefit them in the future. Proficiency in handling social media and navigating the online realm is a significant advantage in most industries, as it is increasingly becoming a communication channel between companies and customers. Students undoubtedly demonstrate more enthusiasm for learning since they have not yet fallen into routines and do not rely on established patterns in their work – they are somewhat more creative, aligning well with the innovative factor comparison method used in job evaluation. These are undoubtedly qualities that are highly relevant to their future employers.

Job Evaluation methods

Companies employ two methods of job evaluation: the first and simpler method is the summative approach, which assesses the overall job performed rather than individual aspects of the job, making use of market rate benchmarks. The second method, which is more time-consuming but often preferred, is the analytical method. This method provides a detailed description of the requirements for each position. Although it requires more time, it produces more accurate results. The choice between the two methods depends on the company’s needs, size, and number of branches. There are multiple components involved, so it is important to carefully consider and prepare for the job evaluation process, including the factor comparison method.

Criteria for Job Evaluation

The criteria for job evaluation determine the hierarchical structure of company positions. There are two main criteria for job evaluation: synthetic and analytical. Both criteria can be expanded and utilized for a specific company to provide useful insights for the company’s development and its employees, facilitated by HR. Business owners often face a dilemma when selecting specific job evaluation criteria, including the factor comparison method. Despite the two main criteria, the expansion of these criteria can be extensive, requiring serious consideration by the organization’s management to ensure effectiveness and benefits.

What are the goals of job evaluation?

Implementing a fair compensation policy through a comprehensive classification of positions.
Determining the significance of individual positions within the company, aided by a detailed job description.
Establishing bonus and promotion systems based on job evaluation methods like ranking and point factor method.
Formulating job requirements and assessing the importance of each position, which involves HR professionals in the evaluation process.
Observing differences in the difficulty of tasks performed in specific positions using both quantitative methods and qualitative methods of job evaluation.
Minimizing unnecessary tasks performed by employees through effective assigning of responsibilities and focusing on compensable factors.

How to perform Job Evaluation project in 3 steps

To perform a job evaluation, a comprehensive job evaluation system is implemented. This system assesses the job content and the associated job family, which provides insight into the similarities and differences between different jobs within the company. This assessment is often conducted using a point system that assigns values to various factors, such as skill requirements and responsibilities. The total number of points generated helps determine the job’s relative value in comparison to others within the organization. Job evaluation requires a thorough understanding of the roles, responsibilities, and tasks associated with each position, making it a crucial process for developing an equitable compensation structure.

1. Conduct a Job Ranking

Common approach to job evaluation methods, is a job ranking method. It is utilized to assess the value of various job roles within a company. This method involves creating a hierarchy of jobs based on their overall value to the organization. Each job is compared to others, and a ranking is assigned accordingly. Another approach is the point factor method, which assigns points based on specific factors like skill level, decision-making authority, and complexity of tasks. These points are then totaled to determine the job’s overall value.

2. Create a Job Evaluation Manual and Compensation Surveys

A job evaluation manual is often used as a guide in the job evaluation process. It provides a framework for evaluating different positions based on predetermined criteria. Additionally, compensation surveys are conducted to gather data on salary and compensation trends in the industry. This information helps organizations ensure that their compensation packages remain competitive in the job market.

3. Implement Job Evaluation Process

Once the job evaluation has been done, organizations can make informed decisions about salary structures, promotions, and career paths. This data-driven approach ensures that employees are compensated fairly for their contributions and responsibilities.

Job Evaluation – Conclusions

Job evaluation has a significant impact on the proper functioning of a company. Employers can obtain valuable data that assists in determining salaries for specific positions, finding suitable candidates for those positions, and engaging in negotiations with potential employees. Potential employees, on the other hand, can gain insights into the company itself, team dynamics, internal career paths, and the compensation system, all of which are outlined in the job description.

Companies can use job evaluations to create a structured pay structure, compare jobs using methods like job ranking, factor comparison, and market pricing. Internal job evaluation helps to establish fairness within the organization, and this is often overseen by HR professionals.

The job description and job analysis are crucial for performing accurate evaluations, along with the point factor method and classification that provide quantitative and qualitative insights, respectively. Companies can assign benchmarks and utilize market rates to align compensation accurately, a task often undertaken by HR departments. To conduct a job evaluation effectively, organizations must ensure that the process is well-structured and involves a comprehensive assessment of all relevant factors, including the job holder and external job market trends. The job evaluation manual and compensation surveys play pivotal roles in this process, ensuring that the process of determining the relative value of jobs is accurate and comprehensive. The resulting per job compensation ensures a fair and equitable compensation structure that reflects the true value of each position within the organization.

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