How to retain Call Centre employees

How to retain Call Centre employees
How to retain Call Centre employees

posted 16 Aug 23

The UKs call and contact centre industry is notorious for its high staff turnover rates. According to research by the Chartered Institute of Personnel Development (CIPD), call centres are among the industry sectors with the highest levels of staff turnover. With the average cost for replacing staff estimated between £6,000-£9,000, call centre managers should avoid regular recruitment drives by looking after their valued employees now. 

In this blog, we share our top tips to attract and retain call centre employees and boost the success of your organisation. 

1. Motivate a culture of ownership

A good leader not only trains and delegates to their staff, they also trust their employees to take ownership of their responsibilities. Remember, customer service advisors possess a wealth of skills and knowledge that can truly help organisations who wish to steer their activities in a more customer-focused direction. Since they spend most of their time interacting with customers, they understand what the customers want and need. Allowing operatives to take ownership of campaigns and activities will help the company obtain key customer insights and give employees a sense of purpose and value. 

2. Focus on metrics which drive positive employee and customer experience

2. Focus on metrics which drive positive employee and customer experience

Craving and holding on to productivity metrics alone can have a detrimental effect on employee morale and retention. However, many call centres fall into this trap, focusing too much on metrics like average handling time and average calls handled rather than enhancing the experience of their employees and customers. Too much focus on straight productivity metrics typically results in strict performance targets that compel employees to do whatever it takes to achieve them and destroy their enthusiasm for the job, impacting customer satisfaction. For these reasons, aim to shift your focus towards metrics such as contact quality and customer satisfaction, which are both customer and employee centric and will indirectly drive your bottom line. 

3. Support your employees with the technology they need to enhance their job performance

Technology can transform the way in which we do business. However, many call and contact centres are reluctant to invest in technological solutions due to financial reasons, much to the detriment of their workforce productivity and motivation. Time is money, and if your employees have to toggle an average of five screens to handle a single customer interaction, they will inevitably waste a significant amount of their time and momentum with the customer. Training and coaching employees won't count for much if the CRM, desktop tools, and workflows are disparate and uncoordinated. Your operatives need access to relevant customer data and other critical information and tools at their fingertips to ensure every interaction goes smoothly. 

4. Provide clear avenues for career progression 

4. Provide clear avenues for career progression 

Employees who see no future in their role or company, won’t think twice about accepting another job offer. Therefore, employers should create a clear avenue for career progression that enables employees to further their knowledge, skills, and expertise. Demonstrating commitment and investing in employee development is a proven way to enhance employee engagement and retention. 

5. Acknowledge good efforts and reward great performance

Many customer service advisors put a lot of effort towards charming and satisfying customers, which typically goes unrewarded. The best call centres provide incentives and recognise operatives who go the extra mile to deliver an excellent customer experience. Acknowledgement for good performance inspires employees to continue interacting with customers in a positive manner and even improve their methods as time goes on. Regular rewards boost employee morale and make them feel valued, so investing time in devising an incentive and recognition strategy can help reap enormous rewards for an employer. 

Remember, small gestures of appreciation are equally important - such as a simple thank you note or 'well done' - to reassure your staff they are valued and essential to the success of your business. 

 

Looking for support with your recruitment? We can help! 

As a trusted recruitment specialist, we believe customer service is a key part of any business. In the call & contact centre industry, a skilled and people-focused team is essential to satisfy your customers. 

Contact our dedicated call & contact centre team today to discuss how we can support your future recruitment strategy and help you hire exceptional talent.