They come they go. Only to make management worry what next. Every time different faces never lead to stability in an organization especially in call centers where training and leading a new team each and every time is not only time consuming but expensive also. To curb this attrition, let’s check out the most common whining points behind the attrition in call centers and how it can be foreclosed.
The number one complaint of call center employees is the lack of motivation. You can find your agents swarming across your facilities talking about ‘How they have been stuck and there’s no growth.’ To stop the drop off of your employees try to enhance the personal skills of your employees. Training sessions to induce new skills can be organized timely. This will help to develop multi skills and diversity in jobs.
The number two complaint is a management drawback rather than do something directly with the team. As it’s said that half knowledge is worse than ignorance, you could land into trouble by not communicating the goals of business to your team. They should understand the business strategy and reckon themselves as the part of it. Attrition rates will be high if your employees feel withdrew from the surroundings and come for monthly pay checks. Remember, in that case you need to bind them for the well-being of your company. Listen to them and agree with the valid requests. Ask them to assign target for themselves and upon completion, reward them. Don’t hide information about an on-going project or training because which is irrelevant to a manager could be of utmost importance for agents.
The third cry babies are the persons who seek growth and can’t find any. Make your call centers prairies of opportunities and development. The diversified roles and job profiles may attract many experienced and naïve resumes but before giving out to jobs to external candidates analyze your internal resources. There could be a sea of hidden internal resources. This will save management expenses. Also, the internally selected candidate will have an idea about the complete process and schedules of the company.
The fourth one is somewhat related to the lack of communication. Management is not only responsible to bear the expenses or cut back the cost without impacting the quality but to value human resources also. An appraisal or appreciation can change their attitude towards work and company. A proper management style should infuse fun and reliability in work atmosphere.
The fifth complaint of the call center employees is not getting proper time for personal life. While call center management should maintain a flexible approach and schedule; agents should understand the concern of management. With a proper understanding, this balance can be achieved.
For a proper working culture and job assurance and to curtail the attrition rate, management and employees need to understand the focus areas which generally cause it. As an employer, you should understand the root cause of dissatisfaction and reasons of hopping and employees need to identify the core points of being in the business of call centers.
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