Call Center Attrition Rates- Grievances and Solutions

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High attrition rates are common in the call center set-ups. Employees come and go making the management worry to what will happen next. Each time diverse faces do not lead to the stability within the organization.

Training and then leading the new team each and every time can be time-consuming and expensive as well. In order to curb the rate of attrition, we need to check out the common buzzing points behind call center attrition and how this problem can also be solved.

Lack of proper motivational skills appears to be the most common complaint among the call center workforce. One common buzz that you will find agents talking about is that they are stuck and finds no growth prospects. In order to stop this drop off, all the employees should try to ensure and improve the personal skills of the employees.

Improved training sessions will be able to induce the new skills and can help to organize employees in the right and timely manner. This will also help to develop the multi-skills and the diversity in the jobs. After the first complaint comes the second most common one. This is the management drawback and it is something that directly relates to the performance of the entire team.

It is often said that half the knowledge is often considered worse than that of ignorance. It is a known fact that if you do not communicate objectives and goals of the business to your team, then you will be at fault. Your team should be able to understand your overall business strategy and thus reckon themselves as one integral part of it.

Do remember that in case you require binding them for the growth of the company then better communication will always be considered as significant. Listen to that your team members have to say and agree if they have any kind of valid request. You can even ask your team members to assign or set targets for themselves and upon the completion of the same, you can even reward them.

Never try to hide data or information about any on-going training or project that can be of prime importance for the agents or representatives. The third complaints come from those people who look for growth but can’t find any. Make your customer care center a pasture of development and opportunities. The diversified job profiles and roles can attract most experienced people. There are several hidden resources which need to be extracted. These resources will help in saving a lot of management expenses. Furthermore, a candidate selected internally will also have the idea regarding the complete schedule and process of the organization that he or she has been working for.

The fourth problem is connected with that of the lack of contact. The job of the management is not only to bear expenses and maintaining the quality but also to value the human resources as well. An appreciation or an appraisal will be able to change the attitude towards the company and the work. It is through proper management that can help to infuse reliability and fun within the work atmosphere.

On the whole, job assurance and proper working culture can curtail the rate of attrition. The call center employees and the management require getting a better understanding of the main focus areas so as to work on it.

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