Make no mistake, working in a call centre can be a challenge. Staff must deal with high levels of stress, unrealistic targets and, in certain workplaces, their fair share of micromanaging.
Coupled with the fact that it’s a job that’s often seen as transitional, turnover within the call centre industry is a very common issue. The numbers speak volumes: compared to the average UK rate of 15%, call centres face an annual employee turnover of 26%.
An employee exodus on this scale soon adds up when it comes to costs too. According to research by the Institute of Personnel Development (CIPD), the average cost for replacing staff is around £6,125. For senior positions, this figure rises to £9,000.
So clearly, keeping hold of the talent that adds value to your organisation is vital. To make sure that happens, we’ll run you through some top retention strategies and tips below.
1. Create a positive workplace culture
Call centre employees and potential candidates want to work somewhere that inspires and motivates them. An organisation without a positive working culture, on the other hand, is a sure-fire way to get staff walking out the door.
Create an emotional attachment between staff and their work by putting measures in place that emphasise your business’ values. Maybe growth is something you feel strongly about. In which case, make sure you’re offering training, career development and plenty of employee feedback to your staff.
Or if work-life balance is a priority, then things like flexible office hours, hybrid work and more holidays can go a long way with employees.
Even things like company outings, team-building activities, seminars and recognition programmes can play their part, demonstrating to employees that you appreciate them on both a personal and professional level.