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The well-satisfied customer will bring the recurrence sale that counts. To build a customer-friendly contact center, you need the right preparation.
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Introduction • Employee turnover is a phenomenon that refers to employees leaving the company – voluntarily or involuntarily. • Replacing the existing employee, makes this a costly attrition for the employer. Call centers are well known for their high turnovers, particularly amongst the customer service representatives. • With an estimated 40 percent turnover, call centers need to go beyond their traditional management systems and introduce their employees to the latest call center software. • Maybe employee retention doesn’t just mean offering a good package; there should be several methods associated with effective employee retention, few of which are listed below:
Work culture and ownership • Your employees are a wealth of knowledge and skills that can help your organization steer customer oriented activities. • They represent your business and better understand the customer demands. Thus, it is significant for you to make the workplace harmonious and enjoyable for your staff. • For instance: You could improve your infrastructure by providing them discount codes, additional facilities, and good infrastructure. • You could also offer them personal benefits such as flexibility in terms of work schedules, reasonably paid vacations and encourage them to communicate better. • Most of all, you’ll need to make them a part of your organization and delegate ownership of a few campaigns. • This will not only help the company gather customer insights but will also create a sense of belonging in the eyes of your employee.
Hiring • It all begins from the time you hire an employee. • As a matter of fact, not everyone would love to work at your organization, so the trick is to find people who would like to. • Hence, it is important to understand the work profile, skills and his/her cultural fitness in your organization.
Training and empowering • Based on the generational needs, employee age, decide which method would be best to train him/her. • But remember! You should be able to inspire your employees and he/she shouldn’t feel defeated after joining your company. • Virtual call center solutions can help you get your employees off the phone and improve the process. More employee engagement, less turnover!
Motivation • If an employee is unable to foresight any development or career opportunities with the organization, he wouldn’t think much before quitting. • An ideal workplace would be one that helps the employee improve his skill-set and knowledge. • Additionally, if the employee is performing well, the company could prepare him/her for the key roles or reward him. • Having growth oriented KPI’s provides long term goals, whereas, rewards provide short term goals.
Agent Experience • Organizations are commonly seen talking about being employee focused but they ultimately end up focusing on the metrics. • This isn’t a bad thing, of course! But an improvement could be made to the performance parameters. • Instead of judging agents based on average call handled, handling time, etc.; companies should judge agents based on the quality of the contact, customer satisfaction, etc. • These parameters are more customer-centric and would boost the employee morale.
Right tools • If you had to keep your employee happy, how would you do it? Yes of course, now that you know employee engagement activities are your antidote, you’ll definitely choose that. • But don’t forget every coin has two sides. Employee engagement activities are to de-stress employees so they can work productively. • The question here is, how will you help them boost their productivity and develop their skill-set? Giving them a chair, table, laptop and a net connection may not be enough. • You need to show some management skills and get an effective call center solution that can be integrated with the day-to-day activities of your staff. • This will let your employees handle various channels from one platform, letting them multitask. The recorded calls will let them identify improvements and additionally, they will be able to collaborate with colleagues in real time.
Hold an exit interview An employee can best describe the negatives of your company while he leaves because he is no longer committed to the company. You can take advantage of this moment and ask him to suggest an improvement or answer questions like – what could have made him stay? You can later use this experience while hiring the next slot. Now that we’ve looked at a few employee retention methods, let me put it the other way for you and answer the below questions with an example: • How does employee turnover matter? • Why focus on employee retention?
