Managing high-turnover talent is one of the biggest challenges for call center administrators. The call center industry is known for its high attrition rates, low employee engagement, and demanding work conditions. However, there are some best practices that can help you retain and motivate your staff, reduce costs, and improve customer satisfaction. Here are some of them:
The first step to managing high-turnover talent is to hire the right people for the job. You need to look for candidates who have the skills, personality, and attitude that match your call center's culture, values, and goals. You also need to be transparent about the expectations, benefits, and challenges of working in a call center. You can use various tools and methods to assess and screen applicants, such as online tests, phone interviews, role plays, and simulations.
To manage high turnover, it's critical that you hire and engage. What I have experienced is that when employees are not engaged early, they resign and stay. Set expectations and answer the "what's in it for me question for employees". Show them how their skills and competencies will benefit the organization. Keep them engaged throughout, set expectations and hold them accountable. Help your employees to soar and they won't leave you.
The second step to managing high-turnover talent is to train and coach them well. You need to provide your staff with adequate and ongoing training on your products, services, policies, procedures, and systems. You also need to coach them on how to handle different types of calls, customers, and situations. You can use various techniques and tools to deliver and monitor training and coaching, such as e-learning, webinars, feedback, quality assurance, and performance reviews.
The third step to managing high-turnover talent is to recognize and reward them. You need to show your staff that you appreciate their efforts, achievements, and contributions. You also need to reward them with fair and competitive compensation, incentives, and benefits. You can use various methods and programs to recognize and reward your staff, such as praise, recognition cards, badges, certificates, bonuses, gift cards, and career development opportunities.
The fourth step to managing high-turnover talent is to engage and empower them. You need to create a positive and supportive work environment where your staff feel valued, respected, and trusted. You also need to empower them with autonomy, responsibility, and decision-making authority. You can use various strategies and activities to engage and empower your staff, such as surveys, feedback sessions, team meetings, brainstorming, problem-solving, and innovation projects.
The fifth step to managing high-turnover talent is to support and retain them. You need to provide your staff with the resources, tools, and assistance they need to do their job well and grow professionally. You also need to address their concerns, issues, and challenges promptly and effectively. You can use various services and initiatives to support and retain your staff, such as mentoring, counseling, wellness programs, flexible schedules, and retention bonuses.
The sixth and final step to managing high-turnover talent is to develop and promote them. You need to offer your staff with the opportunities, guidance, and feedback they need to enhance their skills, knowledge, and competencies. You also need to promote them to higher positions or roles that match their interests, aspirations, and potentials. You can use various systems and processes to develop and promote your staff, such as learning plans, career paths, succession planning, and internal hiring.
Personnaliser. When your Boss call you the office and he bring two cup of coffee. When your Boss see you at the cafeteria and ask you for the wellbeing of your family. When your Boss notice you in a sad mood and ask you how he could help you. Believe me be empathetic make the loyalty fly to the moon.