Call centers face a unique problem that few have been able to overcome: employee turnover is extremely high. In the Global Call Center Report by Cornell University, it was found that the average turnover rate in retail call centers is 47%, the average in subcontractor call centers is 51%, and the average turnover rate in US call centers is 33%. While there is no fool-proof way to rid the call center completely of turnover, there are a few steps that can be taken to lower the rate, and hang on to those employees a little while longer.
- Provide employee feedback: Many employees complain that they don’t hear enough feedback from their employees, and therefore don’t know how well they’re doing in their job. Utilizing call recording can allow managers to not only hear how their employees are doing, but give them specific moments where they were either doing well, or instances where they may have needed improvement.
- Reward milestones: When employees do a good job, or hit an important goal, make sure to both recognize and reward them. Don’t forget to reward employees who have been with the call center for a long time. Those who stick around for a year should receive more paid time off than the newest hires. Underappreciated employees will find a job that recognizes the good work that they do.
- Involve your employees: Ask your employees for suggestions on not only improving employee turnover, but also how to increase productivity rates or any other issue the call center may be facing. By feeling like an integral part of the team, employees will be more satisfied in their jobs.
- Give your staff authority: Allow your employees to take care of some issues, within reason, without involving managers. This includes things like small account credits and small discounts. This allows employees to feel both empowered and trusted.
By taking small steps and spending a little amount of money to ensure your call center staff is happy, the cost of turnover and training new agents will go way down.