Attrition is still a common problem for contact centers. With average call center turnover rates between 25%-35%, it can be challenging to maintain quality customer service. The success of your business depends on your team, and if you are experiencing high turnover rates, your customer experience can take a hit.
Let’s not forget that high contact center turnover rates are expensive. Between hiring, training, benefits and salaries, it is estimated that up to a quarter of annual staff expenses can go down the drain (ouch). With that said, one of your primary call center aims should be to reduce your turnover rates.
Here are 3 methods to effectively retain call center staff and reduce attrition rates.
1. Identify and define your ideal employee profile
If you have a well-defined company culture, creating an employee profile for your company becomes more manageable. Retention starts at the core. Once you understand your ideal employee profile, you will know where to look for your ideal team members. Take the time to define the traits you are looking for and create the right interview strategy to identify these traits.
2. Use the Right Training Methods
If you haven’t created a regular training schedule for your employees, now is the time. Not only will your customers reap the rewards of seamless customer service, but there are several reasons why practical training can help reduce call center turnover. Ensure that you offer a straightforward training program and that your employees are engaged in the process.
3. Give Employees the Right Tools
Providing the right tools for employee success means having good leaders, effective software, and transparent processes. Factors such as CRM system delays or communication issues between departments or within management can be a roadblock for staff and significant stress factors.
Clear structures offer employees the ability to perform their jobs to the best of their abilities without the pressure of figuring out how to do it.