Employee turnovers hurt the business. It affects its operation and increases its expenses since hiring new staff to fill the positions is always needed. In addition, the hiring and training process can be time-consuming. The call center industry is one of the fields with the highest turnover rates, which is anywhere between 25% and 35% on average. With the many call center job options available, many agents go from one company to another, especially when not satisfied with the current work. You want to keep the best talents in your pool to ensure the smooth operation of your call center and get outstanding results. Below are some tips on how to reduce your employee turnover rate.
Provide the right training
Some call centers do not offer enough training to their agents. They give new hires the basics for a few days and let them take live calls right away. It may not be adequate for some newly hired employees because they might not feel confident and comfortable taking calls when they are not fully and properly trained. Moreover, it could also bring a negative experience to customers. Since the job can be overwhelming without proper knowledge and sufficient training, agents may quit in no time. Therefore, ensure your employees receive ample training to be prepared and more confident to handle the calls.
Equip employees with the best tools
If they don’t have the right tools or their equipment is not working correctly, it could affect their performance and make them feel frustrated. For example, if the software they use is sluggish, clients can get agitated for the slow service or process, which could also be frustrating on the agents’ end. For those who make outbound sales or marketing calls, dialing several leads and ending up with voicemails, disconnected calls, or worse, with angry people on the other line, can be exhausting. All these could lead to burnout. If it keeps happening, it may cause your agents to resign.
You may want to invest in an efficient tool, like an auto dialer, to prevent these things from happening. An auto dialer would automatically dial the number of your leads, so your agents don’t have to do it manually. Only successfully connected calls will be transferred to them, so there is a high chance that these customers are interested in what you offer. It makes the job quicker and more convenient, and it also avoids frustration that may come from disconnected calls and raging customers. Click here to get more information about using an auto dialer for your call center.
Promote a positive company culture
One thing that keeps the employees loyal to the company is an excellent company culture or work atmosphere. On the other hand, a toxic environment is one reason why people leave their job. Create a positive space by building good relationships among employees through team-building and various programs. Ensure work-life balance too by giving them days off and leaves.
Employees are more likely to stay and do their best if they know they are appreciated. Reward your agents by giving them incentives for excellent performance. Some ways to do this are giving additional leave credits, cash, or gift certificates.
Besides these tips, hold exit interviews to understand better why employees choose to leave the company. Then, use the information you gathered to improve your process and policies, reducing employee turnover in the future.
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