It’s a fact: call center work is incredibly stressful. Dealing with customer complaints and service issues all day long takes its toll, even among the most resilient members of your workforce. Turnover rates are typically in the 33% – 50% per year range, and around two-thirds of the largely millennial workforce that stay are actively looking for better work.
Human resources costs in light of these numbers are through the roof, with the cost of retaining and training new staff hovering around 30% of their annual salary. Add to that the metric stating that your best employees leave after little more than one year of service, this is set to become a much larger issue in the years to come.
So, how then is it possible to manage a workforce that is inherently restless? As outsourcing customer service and support operations continue to gain momentum, the problem is only going to become more prevalent, eventually eroding the bottom line and creating a potential HR crisis.
Here is some food for thought on how to manage attrition in a contact center environment:
It should go without saying, but it’s very important to hire the right people from the start. Unfortunately, with the sheer volume of the workforce needed to meet contact center demands, this small detail often gets lost in the shuffle. The fact is, your most productive workers out of the gate are the ones that probably won’t stick around for too long. The ones that do manage to skate the line of acceptability – just enough to keep their jobs, but not enough to be considered a rockstar. It’s the endless conundrum, but one that can be addressed with a simple attitude adjustment: start caring about your employees, and they will start caring about you.
Consider how your customer service policies are affecting employee morale
If you stick to a set of strict policies that are largely unpopular with your customer base, your contact center workers will bear the brunt of their wrath. This will, understandably, lead to many otherwise perfectly great employees quitting their jobs. Unrealistic targets can also be a source of contention; keep in mind these are real people, not machines, and craft a vision that they can actually get behind.
Apply an in-house model to your outsourced employees
Call center workers are not often viewed as “real employees” of the company they provide service for. Regular contact from the head office, performance reviews, and adherence to quality standards are important to put a face to the brand. By treating your contact center workers like your in-house staff, you will be building a team culture with a firm foundation. If these workers feel a connection to your message and know that they are being looked after, whether through bonuses, promotions or other recognition, your attrition rates will drop markedly.
Happy employees equal happy customers and vice versa
Employee attrition in a contact center environment can be mitigated; though this notion may seem far-fetched, looking at the root of the issues can sometimes tell its own tale. What types of calls are causing your employees the most stress? Is it a customer service issue, or a product issue that can be addressed at the source? Or is it an undue pressure to hit targets that is tanking morale?
Developing a supportive work environment in a call center scenario can solve many problems. It can instill a sense of pride in your brand and boost employee satisfaction, helping to keep your best workers on message – and on the payroll – for longer terms.
Infinit Contact helps you streamline your customer service
If you are looking to outsource your inbound or outbound contact center services, Infinit Contact can help. Our highly skilled customer service agents will give your company the edge you need to expand, scale, and flourish in today’s customer-service focused business climate.