subject: Attrition Rate Woes For Call Center [print this page] Employee attrition is a problem in all industries, not just the call center units. Employees like to look around for better opportunities when they have spent considerable time at a particular concern. Psychologists working on employee retention have found out that just like extramarital affairs, employees look for a better job only when they are convinced that they want more from the firm that hes presently a part of. This holds true for the BPO sector as well. Employees tend to resign and move on to better opportunities when the answering service unit hes working at cannot offer him the scope to learn and grow. Surprisingly, money is not really the deciding factor always! Basing their policies on these studies, the managements of many call center services firms are enthusiastic about finding ways in which they can cut down on the attrition rate.
The first step to do that is to make working conditions more employee-friendly. The BPO employees have a high-stress job anyway, with stiff targets to meet on a daily basis. If there is friction at the workplace for whatever reason, it reflects poorly on the performance of the answering service agent. Dealing with additional stress has its own toll and before you know it, the agent is ready to chuck up the job and move ahead. There is no dearth of call center units in the business outsourcing hubs. They can hop over and get another job easily if the have the skill set. If they dont, that employee is of no use to you anyway! Once you lose your skilled person to another firm, you are left with no choice but to recruit and train another person. That involves time and your project schedule goes for a toss. Moreover, if you dont seal the exit point, your new hire may slip out through the same route!
The next big pet peeve of employees is the money that they are making. Strange, but true, almost everyone seems to think that they are being underpaid. While that is not true, some are actually being underpaid. These are the BPO employees who are most likely to have a roving eye for other jobs. They know theres money to be made in the call center world and if they are skilled enough, they will have the ambition to leave the fold and try to strike gold. As an employer or part of the management in an answering service firm, you have to develop a way in which you can reward employees. Offer incentives. Make them feel that their efforts are not going unnoticed.
Appreciation is a huge aphrodisiac for the talented person; its more powerful than money. If your employee feels that his work is making a difference on the big stage, there are better chances that he will turn down more money from your rivals. Your employees are looking for job security as well. If you make them feel as part of a big family, there are very less chances of them to upset and order and head over to another call center. A sense of belonging for the company acts as the glue.
