In almost every call center across the USA, employee
retention is a hot topic.
In fact, the average annual turnover rate has risen to 50%.
According to a survey by New York-based William M. Mercer Inc.,
45% of companies report turnover costs of more than $10,000 per
employee. One-fifth of respondents estimate costs at more than
$30,000 for each lost worker.
The entire recruitment process can prove to be a very costly
undertaking as resources and time are put into recruitment
(which would include advertising the job), interviews and
testing, orientation and training. Not only is turnover
expensive, it also decreases employee morale.
However, there are ways that you can ensure that your call
centre does not get hit with those high attrition rates:
(1) Revamp Your Hiring Strategy
One of the problems with turnover in a call center is that
prospective employees don’t know what they are getting
themselves into. Employees are hired; they attend orientation,
and then spend a few weeks in training. After training, they hit
the floor, and realize that the job is nothing like they
According to a recent study on hiring costs at 54 Fortune 1,000
companies, hiring the wrong call center representative often
costs nearly 26 times the average salary.
We have to make sure that that we get it right the first time.
- Don’t hire based on a gut feeling.
- Be proactive by conducting pre-hire screens and test for
skills, attitudes and behaviors required for the job.
- Give prospective employees a realistic job preview.
(2) Abolish the Boring Call Center Factor
Most employees in a call centre spend most of their time on the
phones. Most centers require that you take anywhere from forty
to a hundred calls per day.
Let’s face it, after doing the same thing all day, every day,
the job can get boring, and, if you’re not careful, the work
environment of your call center can be similar to that of a
- Create a fun atmosphere by having frequent special events.
- Make the job more fulfilling: Enlarge the job by giving more
- Offer Job rotation by involving agents in engaging and
challenging off-phone tasks and projects
(3) Manage Employee Performance and Encourage Employee
One of the problems with the average call center job is that
most employees view it as, well, just a job. In a survey
conducted by the Customer Group LLC, the number one reason that
employees left the job was that there was no career path.
- Adopt a system where employees are required to select a career
- Encourage call centre agents to shadow employees who are
currently in their goal position.
(4) Recognize and Reward
A little bit of recognition can go a long way. Employees who are
happy at work and feel appreciated are more likely to be more
dedicated to their work. Employees should feel like they are
more than a voice answering the phones.
- Recognize and track the employees’ performance along the way.
- Offer both cash and non financial incentives such as awards
and gift certificates.
- Adopt a pay for performance compensation system.
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