There are many reasons why a company should evaluate strategies to reduce employee turnover in the call center, not only the costs involved in the replacement process, but also the quality and efficiency of the service .
The more an agent masters the knowledge and tools of the call center, the faster he or she can work through his or her mailing list, handle customer complaints resolutions in the SAC, and make more conversions. In other words, the contribution of employee retention to the quality of service and sales is clear.
In addition to these obvious effects, we can also point out other effects, such as reducing costs with labor lawsuits, recruiting and training new customer service agents and, of course, mitigating failures in customer relationships.
With so many effects on call center management, it is mandatory to put the retention and motivation of customer service agents at the top of your priorities, right? Do you want to know the most efficient and proven strategies? Read the post!
Pay attention to the quality of the infrastructure offered
The call center infrastructure has a major impact on the france whatsapp data efficiency and quality of the work environment. In addition to the ergonomic issues required by law, other amenities, physical space features and customer service tools can also be considered differentiators for an employee to stay longer at the company.
An intuitive system that offers intelligent solutions for customer service is not only conducive to better sales approaches. The so-called user experience is beneficial for the agent.
This means that, when serving a customer, the employee has a simple workflow to manage and ready-made solutions to be passed on in the contact, which ensures that their role is much easier to perform.
Open a channel for agents to interact and share ideas
Maintaining an open channel so that employees can express their ideas and interact with the department and company management is essential for them to feel that their value is recognized by the company.
Furthermore, there is a clear benefit for the company: as they are in direct contact with the customer and experiencing the customer service or sales processes through the call center, they can offer important operational insight for future decision-making.
Moments when employees are heard and express their opinions and ideas are also essential for the company to recognize their potential, which can be used in other areas and roles in the near future. In addition to having this vision, it is essential that managers make this position clear to the team, so that they can truly take advantage of the interactions to demonstrate their talents.
Develop an engaging training calendar
Learning is never too much, and in the case of the professional field, regular training is seen as a benefit that cannot be ignored. In other words, if a company invests in a training schedule that truly adds knowledge to its team, it will be much harder for it to leave its staff for similar or slightly better offers.
To reinforce the benefit status, however, the company needs to develop personalized and innovative training, using real service data to demonstrate good practices, for example.
Monitor performance and use feedback positively
Speaking of service data, quality monitoring — common in more structured call centers — also plays a relevant role in employee retention. This is because, in addition to monitoring their performance, in some cases their analysts also provide feedback to improve agent service .
If feedback is well given and shows a constructive path for professional development, it becomes a motivational tool, which makes the recipient feel grateful. The opposite, however, is equally true. When it is given in a punitive way and only highlights the negative points, it can demotivate and stress the recipient.
Managers also have the role of providing feedback to their employees, which makes this tool even more relevant. During a conversation, it is possible to provide growth insights to the agent, show empathy and interest in their development, and of course, identify other needs that can be met with new human resources management actions.
Provide a career path to avoid employee turnover
If a manager regularly talks to his employees, he knows that one of the main reasons they leave their jobs is to reach higher levels. However, if such opportunities are offered within the company itself, they may have new reasons to dedicate themselves to their internal activities.
Creating a career path provides direction for employees, allowing them to set goals for growth. This perspective promotes agent retention and also engages them to improve their performance.