Staff Retention Strategy in Starhub call center Singapore

Staff Retention Strategy in Starhub call center Singapore

Introduction

It is important for a call center to retain its employees and to keep them happy. They are the most valuable asset of the organization and the benefits of retention are huge. Some of them include, less turnover costs, high customers' service productivity, high level of customer satisfaction and with high spirit, better performance will indirectly lead to higher profits for the company (Legge& Company, 2012).In companies like the call centers, individual performances are important for increase in revenue per unit. The staff retention strategy is a strategic thinking to make things better on the whole. There are many tools that help to get the desired results.

Background

There are concerns of high employee turnover when the market conditions are good and there are opportunites present (Stephen, B. 2000). Many company's have to face the dearth of this issue, and amongst them call centers have leading concerns of turnover despite high pay and benefits. Therefore, staff turnover has become a major issue for the managers of the call centers today. There are many factors that contribute to the rate if turnover, for instance, the country in which the call center operates, employment opportunities in that area and labour support in an area (Gloccal.com, 2008). Some of the causes of turnover are, non-compoetitive compensation, high stress levels, unpleasant and uncomfortable working conditions, job monotony, leadership and career advancement of an individual (Gloccal.com, 2008). A research conducted in 2008 of 200 call centers attributed seven factors to the call center that has low turnover rate. They include, low stress levels, support from supervisors, change in the daily activities, team orientation and flexibility in rules and procedures. This paper will investigate the reasons for the effectiveness of staff retention strategy in Starhub call center in Singapore. The call center has to figure out the cost of turnover,causes of turnover, plan to reduce the turnover by either hiring the right people or adapt ways to keep them motivated. Further, they need to underatsnd that changes have to be made to the environment within the company. It should be fun and supportive, along with the right compensationa and benefits (Khan, A., 2006).

Problem statement

This paper will discuss the factors that could lead to the high turn over rate of Starhub call center in Singapore.

Rationale for Selection

As an employee of Starhub, I am overwhelmed by the exceptionally high staff turnover rate in the call center. They are not underpaid but yet, Starhub seems to be having issues retaining them. All the call center agents went through intensive training and coaching but their average employment tenure is less than 1 year. Thus, I would like to take this opportunity to do a thorough research and to have a better understanding on Starhub's strategy, as well as the effectiveness on retaining and motivating her employees.

Objectives & Research Questions

Thus, the purpose of my research paper for this module of Human Resource Management is to incorporate an effective strategy to ...