Employee turnover is a problem “recently” faced by companies and businesses.
It stems from changes in work relationships caused by competition and globalization.
As well as from employees’ aspiration to better job opportunities.
All these factors result in a marked reduction in employee retention when compared with past reports.
Years ago, most of the new hires started in junior positions, and then, as time went by, they could get a promotion.
Nowadays, companies are adopting new staff recruitment techniques, such as outsourcing.
Through outsourcing, workforces in strategic areas can be optimized.
Job positions in call and contact centers are the most susceptible to employee turnover.
As shown by several studies conducted in the United States to measure staff turnover in call and contact centers:
- Agent turnover is higher than 25%.
This result can be extrapolated to other countries around the world.
Employee turnover in call and contact centers is a factor that leads to uncertainty and financial loss.
How Can Call and Contact Centers Prevent Agent Turnover?
The main causes of employee turnover are:
- Low salary (not proportional to workload)
- Toxic corporate culture
- Lack of promotion opportunities and recognition
- Poor working conditions
- Lack of tools for completing tasks appropriately
These are just some of the main aspects involved in agent attrition.
To avoid resignations, and the costs related to them, call and contact centers must implement a series of measures.
Said measures must consist in providing alternatives that drive employee engagement and retention; for instance:
- Recognition for hard work
- Rewards for achieved goals
- Bonuses
- Healthy work environments
- Mandatory benefits
- Career development plans
- Tools for streamlining operation
- Incentives
Workforces must be perceived and understood as an asset of companies.
Therefore, it is essential to provide them with proper training so they can develop a wide range of skills.
If you want to learn how to improve human performance in your call center, click here.
In previous articles, we’ve mentioned how important it is for agents to be well versed in the tasks they perform.
After all, they’re in charge of representing companies and interacting with customers.
And, at the end of the day, it is the experience delivered to customers what differentiates companies from their competitors.
It is worth mentioning too that leaders play a major role in the prevention of employee turnover.
Good leaders are characterized by their ability to:
- be approachable and inspire confidence,
- become familiar with their team members,
- recognize and celebrate accomplishments,
- detect rooms for improvement and provide feedback accordingly,
— Leaders must be able to inform employees of their rooms for improvement in a professional, respectful way.
- and encourage employees’ development.
Reducing staff turnover rates is a challenge for any company in any industry, and is not always an easy task.
That’s why we share with you some handy tips for building your talent network:
- Don’t hire applicants just for the sake of filling a position.
- Hire candidates whose skills can be improved in little to no time.
- Treat all candidates fairly during the selection process.
Although employee turnover is somehow inevitable, it can be controlled so it doesn’t increase dramatically and exponentially.
As mentioned before, using effective tools is crucial to prevent employee turnover.
Nuxiba developed a software platform ideal for call and contact centers.
Why Is It Ideal?
CenterWare is the best option because it streamlines agent operations. Its set of functionalities allow to:
- Minimize downtime
- Improve contact rates
- Keep close control of data
- Boost productivity
How Can It Reduce Employee Turnover?
Thanks to the previous benefits, agents will achieve and maintain a high level of productivity.
As a result, they will be able to not only earn bonuses but also feel like they’re doing a great job.
They will feel engaged and committed to the organization, and will no longer want to switch jobs.
