Employer turnover rate is a part of all industries, but did you know the call center industry has the highest attrition rate? According to research, the employee turnover rate has been at an all-time high in the last few years and jumped to 30% in 2017.
Moreover, employee turnovers cost around 33% of annual worker salaries in most industries which is why controlling this attrition rate is becoming increasingly important.
But obviously, there’s far more to why an agent leaves your virtual call center than what meets the eye. Various factors, such as poor service level, missed business opportunities, and an evident decrease in the industry’s productivity level, are some of the few reasons employees are leaving your remote call center.
Are you worried about why employees leave your call centers and how you can find solutions? We have tons to share in this regard.
What Makes Employees Turnover in Virtual Call Centers?
One of the most common reasons for employee turnover in the call center industry is a lack of training and coaching. But, of course, some other factors also influence their decision, including incompetent supervisors, inflexible schedules and low wages.
In such circumstances, it is inevitable that employees would feel disposable and will have no work purpose. Consequently, they are bound to disengage from the organization and become less interested, making it easier for them to leave the organization.
Virtual Call Centers – The Ultimate Solution
So, if you’re wondering how to lower the turnover rate without compromising on the quality of services you offer, go ahead with virtual call centers.
Remote call centers operate through virtual call center software, and you hire agents remotely. They either work from the comfort of their homes or come together in a small setup alongside other peers. It is highly cost-effective; you can offer them better incentives and make the most of their impeccable CSR services.
Virtual call centers are an innovative way to make an impression on your customers. You can offer them maximum guidance and ensure better ROI without allocating too much time, money, and resources.
5 Ways to Reduce Employee Turnover in Call Center Industry
So, if you wish to reduce the employee turnover rate and ensure your CSR operations run smoothly, here are a few practices that can help you achieve your goal.
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Track Attrition Rate
To address the turnover rate in your call center, you first need to figure out if such an issue exists. If you don’t track the attrition rate in your call center, then maybe by the time you realize it, it will be too late.
You shouldn’t wait for that to happen. Start by generating reports for the turnover rate and coming to a consensus by doing the following:
- How many employers left the call center?
- What were the reasons for them leaving?
- If a recurrent pattern exists between the customer leaving the call center?
Track the employee retention rate to figure out an action plan in time.
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Understand their Reservations
Once you have all the turnover reports, you will know why your employees are leaving. You must also take exit interviews of the employees who are leaving. Ask them about their working experience with your call center and why they have decided to leave.
These exit interviews offer great insight into your staff’s moods. You will be able to assess their reservations more closely and determine if any managerial issues exist in the company.
If conducting one-on-one interviews seems time-taking and challenging, you can always ask your employees to take a survey before they leave. It will save time and still have the answers you need.
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Invest in Coaching & Training Sessions
Now that you know why your employees decided to move on from your call center, it is time to ensure the new agents you hire won’t repeat the same practice. So make sure you hire agents strategically and try to take your call center operations virtual.
Remote call centers are far more cost-effective, and you can offer excellent incentives to your employees. Furthermore, invest in bulletproof training and coaching sessions once you have hired a few agents.
- Plan and schedule training sessions in advance.
- Initiate a flexible program allowing your employees to participate anywhere they want.
- Implement hands-on training programs such as mock calls or video tutorials for real experience.
- Be more progressive towards your approach, so your employees are eager to learn new technologies and methods.
- Track employee performance during the training sessions and offer constructive feedback.
These are great tips for getting your employees the hang of working in a call center. They will develop a sense of commitment and a work purpose that your previous employees lacked.
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Let Your Employees Engage
If you want your call center to have a stable working environment, you must offer your employees a flexible and smooth structure.
Ensure the call center is modernized by integrating the latest technologies and marketing models. Let your employees share their ideas and engage with one another. Empower them by giving them sufficient space to act according to their own accord.
Be more welcoming towards what they bring to the table and make them feel heard.
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Outsource When Needed
Lastly, don’t overburden your employees with more than what they can handle. Outsource when needed.
One of the most significant advantages of running a remote call center is that you never have to overburden your agents. You can always pool new resources and ask them to manage the workload.
Outsourcing call center responsibilities isn’t as difficult as you may think. You just need to integrate the best virtual call center software, and your contact center will be up and running in no time. So, to ensure your employees don’t leave, be open to hiring new resources when needed.
FAQs
What factors are responsible for call center employee turnover?
- Lack of training
- Absence or the lack of quality feedback from QA
- Lack of motivation from colleagues and floor managers
- Poor communication tools
- Hectic scheduled
What factors make virtual call centers popular worldwide?
- Remote work
- Better pays
- Customized and flexible work schedules
- Utilization of modern-day communication tools
How to improve your call center employees’ performance?
- Conduct meetings, webinars and online training sessions
- Create a feedback system where QA and employees can interact with ease
- Set up realistic milestones and achievable call targets
- Conduct one-on-one sessions, if needed, seeking improvement in employees’ productivity
Final Verdict
So, this is how a virtual call center provides the ultimate solutions for employee turnover. But, if your employees have developed a pattern of leaving and you’re running short of agents, then there is something shady in your call center that you aren’t aware of.
It would be better to ask for turnover reports and go through them to understand why your employees are leaving. Then, once you know the core reason behind their exit, you can try and fix it by following the intelligent strategies suggested above.
We hope this helps. Thank you for reading.
