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How To Reduce Employee Turnover in Your Call Center - Lewis Robinson - ContactCenterWorld.com Blog

How To Reduce Employee Turnover in Your Call Center

In the United States, the average employee turnover rate for all industries together was about 15% in 2013. However, the turnover rate for call centers specifically can be two to three times that. Employee turnover can be involuntary, e.g., you let the employee go due to poor performance, or voluntary, meaning that the employee chooses to leave and seek other opportunities.

In either case, employee turnover can be extremely costly to your business. Hiring costs to replace even one employee can run into the thousands of dollars. Multiply that by one-third of your workforce, and you can see how high turnover can cause you to start hemorrhaging money. Furthermore, high employee turnover at your call center could also cost you in less tangible ways, such as customer satisfaction. It takes time for new employees to learn how to perform the job effectively, and customers may get frustrated having to deal with a representative who has not yet quite learned the ropes.

Therefore, it is to your advantage to decrease employee turnover. Here are some ideas about how to do that.

1. Compensate Employees Fairly

A call center employee may look at her paystub at the end of a long, stressful week and wonder if her pay is enough to justify the aggravation that she has gone through. If not, sooner or later she will likely leave the company to go seek greener pastures. You can help prevent this by paying your call center employees a living wage. However, adequate compensation is more than just the take-home pay. You should also offer a benefits package commensurate with what your workers would receive working for your competitors.

If raising your employees' pay seems like an unreasonable expenditure, do a cost analysis and compare the pay raise to what you would spend to replace 45% of your workforce on an annual basis. That should put things into perspective for you.

2. Facilitate Work-Life Balance

Experts have been projecting for years that millennials would make up half the workforce by 2020. Well, 2020 is here, so you'll likely find yourself hiring a lot more millennials if you haven't already.

Millennials are often perceived as lazy and entitled. These characterizations are not entirely fair. Millennials certainly are not lazy, but they prefer to work on their own terms and they don't like to feel that they are wasting time. If you want to keep millennials working for you happily, you will need to be flexible in granting them time off and not make unexpected, seemingly arbitrary changes to their schedule.

This can be a challenge in a call center where you frequently have line requirements to meet. If you must make arbitrary changes to your employees' schedules, at least let them know prior to hiring that this a required part of the job.

3. Simulate Work Experience

Many new call center employees do not find out what their job will be like until they start training. That, however, is far too late. Not everyone is temperamentally suited to work in a call center, but unfortunately, many employees do not find this out until after work has begun. By that time, they feel that it is too late to back out, and they bide their time until they are either asked to leave or see an opportunity to make a graceful exit.

The application/interview process should include a foretaste of what working in a call center will be like. This could include a simulation of a typical customer service call or observation of existing employees as they work. This experience helps a prospective employee understand what will be expected of her and allow her to back out before onboarding has been completed. This helps save you money and avoids wasting everyone's time.

These tips may seem costly or cumbersome to implement and carry out, at least at first. However, reducing turnover and improving employee retention stands to save you money in the long run.

Publish Date: March 27, 2020 11:07 PM

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