Retention

Some staff have an inner well of motivation that drives them to perform.  They have a commitment to succeed and the resilience to deal with customer rejection or abuse.  What is the secret to retaining those sparkling gems within our workforce?

Call centres are notorious for their high rates of attrition and low morale.  But not all establishments fit that mould.  Some manage to operate with higher rates of retention and employee satisfaction.

We all know recruitment is a costly exercise.  Which is why attrition is such an ugly beast.  Every agent who walks out the door costs thousands of dollars.  The ones who have a negative or toxic attitude, we are happy to see go.  But with others, it virtually breaks our heart.

We need to guard our star performers and keep them happy.  Those special individuals who have such a handle on their job, a unique knack with our customers and a work ethic worth bottling.

Forget the old adage about ‘treating them mean to keep them keen’.  That line of thinking will end in a mass exodus.

Instead, find out what makes your shining stars glow.  Focus on them.  Don’t be distracted by those who are already in a tail spin towards termination.  They will leave no matter what you do.

It is often not purely money that motivates high performers.  Merit based remuneration is a given.  What are the non-monetary drivers for your stars?

Consider their career development aspirations and the opportunities you provide.  Stunning performers are likely to be looking ahead to their next position within the organisation.  If there is no scope for promotion they will be forced to look elsewhere.

Invest in staff training.  Not only does it better equip staff for their current role, they feel satisfied with their personal growth and career development prospects.

We all appreciate being recognised for a job well done.  Ensure you have appropriate reward and recognition strategies in place.  Similarly, transparent appraisal and feedback structures allow for a healthy flow of two-way communication.

What is your physical environment like?  Do you provide staff with adequate facilities?  Workforce managers require strict adherence to breaks and rosters.  Make it easier for your staff to maximise their break by adequately equipping kitchen and break room facilities.  Telephone and internet access allows for stress-free completion of personal correspondence and tasks during breaks.

Keep in mind the ‘young and the restless’ factor when recruiting.  Employees 24 years and younger tend to be more flighty and constantly looking for greener pastures.  Older age groups are more grounded and settled and prepared to proactively build opportunities for themselves within their current workplace.

Remember, the majority of employees are committed to their organisation and to performing at their best.  Help them to achieve their best by creating an environment they want to remain within.  Retain your rising and current stars with appropriate financial reward, recognition and policies that recognise their value to the call centre.