Keep Your Turnover Low

Turnover is a notorious problem for call centers. This is due to a number of factors, one of which is due to the type of employees call centers tend to attract, which includes college students simply looking for some part-time work. Eventually, they are going to look for different opportunities outside of the industry. Many also attribute the high turnover rate to the nature of the work itself. Handling customer complaints with people that can often be highly unpleasant can most definitely become grating, especially on such a repetitive basis. Thanks to all of this, the United States call center industry currently has a turnover rate close to 50%. Such high turnover has taken its financial toll on call centers. It can cost anywhere from $10,000 to $15,000 in hard expenses to train a replace just one employee. Yet a company can save somewhere between $2,000 to $3,000 by just retaining that same employee every single month. That’s a big difference. So how, as a manager, can you diminish your turnover rate? There are some very simple things that can be done.

One of the easiest things you can do is to stop the numbers game and to address your employees by their first name. Many struggling call centers think of their employees as numbers. No one likes feeling like that. Employees appreciate a manager who displays a general interest in their lives and wants. Don’t be afraid to offer displays of encouragement, it will motivate your employees.

Right now, American employers are placing a greater emphasis on finding bilingual applicants, thanks to the large influx of Spanish speakers the country has welcomed over the past decade or so. Right now, call centers could bilingual employees more than ever before, but they are often hard to attract. That is why many call centers have conjured up the ingenious idea of offering travel packages to employees willing to pick up on another language. Not only is it good for the company’s customer service abilities, but this will serve as a great perk for employees, making them more likely to stay.

There are several other perks that you as a manager can offer to your employees. Most employees will enjoy involving their family with their work; it makes them feel more comfortable. That’s why many successful call centers aren’t afraid to throw several fun picnics throughout the year, open to employees and family members of the employees. This is a great and positive bonding experience that will provide an employee with a sense of having a work family as well. Apart from company outings, offer incentives to employees that have been working hard and going the extra mile. These incentives don’t have to be ludicrously expensive. Something as simple as a pair of movie tickets will suffice for a majority of employees.

When asked, departing call center employees will frequently say that they got burned out on the work. It’s understandable; working at a call center can take an emotional toll. The hours can be very frustrating. That is why many managers have decided to become more lenient on issues of time. Don’t be so harsh on employees who show up a little late, unless it’s habitual. You can also offer incentives, like additional paid time off, to outstanding employees. It’s also never harmful to give employees a reason to show up early. Have donuts ready for the early birds. It’s not going to bust your budget, and your employees really will appreciate it.

Simply due to the nature of the work, no call center is going to go without exceptionally high turnover. No one who is not advancing wants to make a career out of working at a call center. These are just some simple, easy to implement tips that will prevent your turnover rate from becoming too outlandish. For more information about call center certification and project management training courses, check these out.