An elevated turnover rate is the bane of all human resource departments in the world
. It wastes the companys times and resources unnecessarily. Constantly training new employees who later resign are losses that cant be recouped. The challenge is to increase worker retention in jobs deemed highly stressful and less than ideal.
While higher compensation is the usual solution to this problem, it has historically been proven to be a temporary measure at best. Experience has shown that the worker satisfaction and job pride is the best way to reduce turnover.
Call centers agents have some of the highest employee turnover rates of any industry. They are generally regarded as some of the most notoriously hectic and stressful jobs. Its often hard to keep an employee from burning out due to managerial pressure and customer abuse. While the problem can probably never be fully solved, there have been proven ways to improve the situation.
Company-sponsored recreational activities are a good way to increase employee morale. Call center agents spend hours upon hours stagnantly staring at a computer every day. Instituting out of office sporting events would provide them with an avenue for exercise as well as increase the camaraderie between the employees. Opportunities that build social bonds among them would also translate to a more pleasant and comfortable working atmosphere. An individual would be more reluctant to leave work if he or she would be leaving friends as well.
Little perks in the call center itself also go a long way. A relaxed dress code, free coffee, pastries and other minor food items all contribute to general employee happiness. It gives the impression that the management cares for the needs of the workers and engenders a lot of useful goodwill.
It is important that the workplace environment is kept pleasant and inviting. The call center should be clean and kept well maintained. Its hard enough to work a difficult, stressful job without also having to deal with a dirty office and faulty equipment and furniture. There should be an abundance of warm colors and liberal use of bright lights. A dark and dreary atmosphere will only contribute to employee dissatisfaction and feelings of negativity.