19 Ways to Reduce Employee Turnover

Employee turnover is a fact of life in the contact center. The better armed you are with strategies the more effective you’ll be at managing it. The strategies can help you reduce employee turnover. Brainstorm with your leadership team to whittle down this long list into a short, prioritized, “right for me” list:

Include the appropriate skills and competencies in the job description

Use behavioral-based interviews to ensure candidates possess the attitudes, personality traits, and behaviors that ensure fit and promote commitment

Create a compensation policy (including pay tied to performance and variable pay) that supports the mission and culture of the organization

Market the call center internally to the rest of the organization

Implement career planning and development efforts that are tied to the organization’s business objectives

Base promotions on performance

Demonstrate commitment to the employee’s long-term development (job skills training and retraining – learning new skills for the present job and for redeployment); help employees take advantage of learning opportunities

Ensure that managers are skilled and effective coaches and facilitators

Offer flexible schedule adjustments showing respect for an employee trying to balance work, career, education, and community (job sharing, flex time, telecommuting, full time to part time and back again) and do it all without jeopardizing advancement opportunities Conduct confidential exit interviews, and analyze and use the data collected in the interviews

Provide a work environment that is productive and respectful, with a feeling of inclusiveness; offer a friendly, appealing, welcoming setting

Continually communicate the company mission, vision, and brand to employees; demonstrate how they contribute to each

Enhance employee engagement through team cohesion activities

Update your employee orientation to accurately reflect your expectations

Ensure that comprehensive change management is in place; include employees in change; eliminate abrupt changes

Provide tuition reimbursement, competitive vacation, competitive pay and holiday pay and / or bonuses

Improve your employee selection process

Customize an innovative reward program for functions and individuals

Build increased commitment through fairness, care, and concern for employees

Evaluate the companies designated as “Great Places to Work.” These companies consistently experience a turnover rate that is half the national average. You may be able to steal some ideas from these leaders that will help you become an employer of choice.

Kathryn Jackson is founder is Ocean City, NJ-based Response Design Corp., a call center consultancy

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