Employee attrition is quite common in the call center industry. When you’re on the receiving end of customer complaints about hours on end, the job has a way of taking its toll on you.
Of course, this is just a worst-case scenario. Being a call center agent has its share of challenges, but not many people know that it can also be fun, engaging, and at times inspiring.
If call center agents are made to feel this way on the floor, chances are they’ll stay in your company for the long haul.
And that’s good for your business.
Here’s why: according to multiple studies (such as one done by SHRM), employers spend an equivalent of six to nine months of an employee’s salary in hiring and training recruits.
Which goes to show that it’s in your best interests to reduce employee turnover rate if you want your business to succeed.
Convinced? Here are six tricks you can employ to manage call center attrition.
1. Optimize recruitment and hiring processes
To acquire employees who are willing to stay with the company for a long time, the recruitment team should be rigorous in their approach to hiring new employees.
This means that recruits should be hired not just for their skills and background, but also for their attitude.
If you hire people who are comfortable working in a team setting and possess values that are congruent with your organization’s culture, agent attrition rate will be significantly reduced.
2. Reward and Recognize Top Agents
Call center agents, or any employee for that matter, crave recognition for a job well done.
When an agent receives a pat on the back or a word of praise for delivering superior customer service, don’t be surprised if he or she continues to do good work or do even better.
That’s why a call center should put in place a competitive incentive program that rewards agents for meeting or exceeding key milestones and performance metrics.
When you reward and recognize your center’s top performers, you are giving them good reasons to stay motivated and do exemplary work on a consistent basis.
3. Foster a Coaching Culture
Even innately unmotivated agents will enjoy work if the work environment they are steeped in encourages collaboration and employs constructive feedback on a regular basis.
When managers take the time to help their agents perform better at their jobs, said agents are made to feel that their contributions matter.
By fostering a coaching culture, employee engagement soars. This, in turn, makes agents want to stay with the company longer.
4. Provide opportunities for skill development
Call center agents who are made to do the same thing over and over for a long stretch are bound to feel disengaged with their work.
Why? Because nothing kills employee engagement better than boredom.
Thankfully, this can be remedied easily by providing call center agents with opportunities to learn new skills.
Cross-training employees not only keeps them engaged, but it also allows them to build their technical and soft skills.
5. Offer a competitive compensation and benefits package
This part sounds like a no-brainer, but sadly, some call centers don’t pay their agents enough just because they can.
Every hard working call center employee wants to stay with a company that pays him fair wages and provides him with benefits.
Times are hard enough as it is, so agents are likely to stay with a company that guarantees better financial security.
6. Better working conditions
Some employees treat their workplace as a second home. And who doesn’t want a home where your needs are always provided for?
So give agents an ergonomic workspace. Provide them with cutting-edge tools to make it easier for them to serve customers. Give them a flexible schedule or work-from-home opportunities.
Do all these and more for your employees, and they’re unlikely to leave your company anytime soon.