There is no denying that call centers have one of the highest turnover rates of all industries.
In fact, attrition rates for call centers fall anywhere from 35 to 40 percent, depending on the study. Whether your company’s attrition rates rank at the higher or lower end of this range, it is still cause for concern and it requires immediate attention.
You don’t have to settle for high attrition rates. These tips can help you develop business practices that can fight attrition and bring down your overall turnover rates.
1. Identify Job Fit Early in Hiring Process
The single most important thing you can do to improve attrition rates is to hire the right candidates from the start. Identifying candidates that are a good fit for your call center should be part of your front-end recruitment strategy. Recruiters can use pre-hire assessments to identify core skills and innate abilities rather than solely relying on resumes that tell a limited story.
For example, FurstPerson's 1stScreen assessment can help select candidates for job fit and the 1stContact assessment can identify those candidates who excel in problem-solving and learning ability. You also assess candidates for critical contact agent skills, such as data entry accuracy, computer navigation skills and multitasking skills with the CC Audition Service multimedia simulation.
2. Clearly Define Role and Responsibilities
It is important to understand that many of your applicants may have no previous experience working in a call center environment, which can be very hectic. Clearly defining the call center agent role and responsibilities can give the applicant an idea of what the job is like and what will be expected of them on the job.
You can use the CC Audition Service call center simulation not just to assess the applicant’s skills, but also to give the candidate a preview of what the job responsibilities are. This allows both your company and the candidate to determine if they would be a good “fit” for your call center environment.
3. Enhanced Training Programs
While your new hires will have varying degrees of call center experience, it is vital to still provide the same level of training for all new employees. This will not only ensure consistency, but it will make sure all new hires feel like they are part of the team. Proper training also can prevent new hires from becoming overwhelmed on the job, which is one of the leading causes of high turnover.
4. Create Coaching Culture
A comprehensive onboarding process that includes employee training is a great way to assimilate new hires, but in many cases, these efforts fall short of providing long-term benefits. Creating a coaching and mentorship culture can provide new hires with the support and guidance they need after the onboarding process is complete.
5. Develop a Desirable Work Environment
Developing the right work environment can keep your employees around a lot longer. Consider implementing new policies, such as work-from-home opportunities. Job seekers also are looking for special features, such as nice break rooms, on-site daycares and an employee cafe. Adding these new features can help to differentiate you from your competitors.
6. Offer Opportunities to Advance
According to a recent survey, 76 percent of workers are looking for career growth opportunities. You have the option of providing these opportunities for your top quality employees or have them look for growth opportunities elsewhere. Letting your employees know that there are opportunities for growth within the company can greatly improve retention rates.
7. Recognize Excellent Performance
Everyone likes to be recognized for a job well done, and your employees are no different. Setting up an employee recognition program that allows you to acknowledge your high-performing employees can improve employee job satisfaction. Just make sure your program is transparent and unbiased or it could have the reverse effect.
Don’t settle for high attrition at your call center. Instead, use these tips to improve job satisfaction, boost workplace morale and most importantly reduce call center attrition. Learn more about how HR strategies, such as pre-hire assessments can help you get your attrition rates under control by contacting FurstPerson today.
What do you think? Leave a comment, and make sure you check out the rest of our series on Attrition!