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Call Center Testing

Call Center Turnover

by Andrew Kozlov

Giving the difficulty and low-pay of some call center jobs, it is not surprising that the call center industry suffers so much employee turnover. Is there an effective mechanism for battling this attrition, or is the turnover a natural consequence of a fundamentally tough and unrewarding job? According to the conventional wisdom, high call center turnover is almost always a result of low quality employees.

The conventional wisdom is wrong, however. Turnover rates have much more to do with environmental working conditions than they do with the employees themselves. Indeed, if you maintain a healthy office--with fresh air circulating, good lighting, and appropriately spaced desks or cubicles--you can empower your operators to work harder.

Ending High Call Center Turnover

Furthermore, even unskilled telephone operators can be trained to be adroit customer relationship management specialists. Some workers may require more specialized attention than others, but if you put in the effort to help representatives deal with their fears and qualms, you'll be rewarded in kind. This advice isn't mere speculation. Companies that utilize more hands-on call center training approaches blow away their more lackadaisical competitors.

A final and simple way to cut down on call center turnover is to be honest with your employees from the get go. During the interview process, ask them point-blank how long they plan to stay with your company. Emphasize to them how important it is that your office maintains continuity. Even this simple pre-employment appeal should have a dramatic impact on your attrition rate.

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