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Tips to Reduce Turnover at Your Call Center - Lewis Robinson - ContactCenterWorld.com Blog

Tips to Reduce Turnover at Your Call Center

Employee turnover is a huge concern for most call centers. Because of the likelihood of high turnover rates, managers must take preventative steps to reduce this from happening.

While there is no foolproof plan for reducing employee turnover, some tips can help. Keep reading to find effective contact center solutions that will reduce the number of employees leaving.

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Optimize Your Recruiting and Hiring Process

Reducing employee turnover in a call center begins with finding and hiring the right agents. It is possible to increase applicant quality by implementing a referral program or by allowing agents to work from home (or another remote location).

As you begin hiring new agents, consider things like cultural fit, applicant skills, personality, team-oriented attitude, and communication skills. Make sure you define your agent's job roles clearly, along with common tasks they will be expected to complete and performance expectations. By doing this, you can feel confident that applicants will know what is expected from them. It also ensures they can back out of the job if it doesn't seem like a good fit.

When you take time to optimize your recruiting and hiring process, you will eliminate potential hires that are not a good fit. You will also hire individuals who are more likely to stay with your company long-term.

Improve Your Training Programs

Some call center agents require more training than others. However, suppose you skip or shorten the training period for others. In that case, you may eliminate useful experiences for a new agent, resulting in them feeling excluded and unable to perform well in their new job.

Because of this, it is imperative that every agent goes through the same training so they can gain the needed skills and knowledge, better understand your company values, and cultivate strong relationships with other agents. Also, with proper training, you can begin to enhance bonding and collaboration among a team. This is going to help people feel included and motivated to perform well.

Improve Monitoring to Ensure Customer Satisfaction

Quality and effective call center agents can develop a personalized connection with callers. They are also going to be the ones who are most satisfied with their job. Because of this, you need to look at different customer-centric metrics, including customer satisfaction, contact quality, and contact resolution. It is up to managers to monitor and offer suggestions for improvement for these things.

By doing this, you can reduce the stress on call center agents. It will also increase the amount of time they stay employed with your company.

Build Clear Channels for Communication

You need to ensure your call center agents have clear and defined expectations and receive feedback based on the expectations. It is also important for your agents to know who to go to if they have a concern or issue.

Your agents need to be included in business decisions, informed when it comes to company strategies and goals, and asked about their experience working with the company. Your agents can be an invaluable source of information, help bring about new ideas, and even drive change. However, this is only possible if they are involved in the company's inner workings and if their voices are heard.

Creating clear channels for communication means that your agents are fully involved in important business decisions. Doing this will help agents feel more empowered in their roles and like more of an asset to the company. This can encourage them to stay at the company longer.

Reducing turnover at a call center isn't something that can be done overnight. This industry is notorious for turnover rates. While this is true, there are steps you can take to help keep agents happy and informed. By doing this, you are going to increase the likelihood they will stick around longer, preventing you from having to go through the hiring process over and over again. Taking the steps here will help with reduced employee turnover. 

Publish Date: July 22, 2021 5:27 PM

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