Improve Employee Retention and Turnover in Call Center

Improve Employee Retention and Turnover in Call Center

Introduction

Employee retention is an effort through which an employer makes up strategies to retain their employees. Employer may maintain healthy environment for the workforce so that they remain in the organization for a longer period. Needs of employees are been looked over so that their job satisfaction is been enhanced (Shanghvi, I., 2012).

Customer's aggression focuses a negative effect and unique consequences over the employees. Employees working at call centers have to face exhaustion, stress appraisals and even emotional traumas. Affects over the behavior of the employees really affect their work aggression and interactional injustice. It isn't necessary that always customer is right because at times it is the customers aggression to cause emotional regulation to the employees (Legge & Company, 2012).

Description

Improve Employee Retention

The most beneficial improvement in call centers by the employers is reduced turnover cost, more satisfied customers, enhancements in customer service productivity and higher profits. In call centers the employees fell in secure by the taunting and threats from the customer because when their behavior changes to verbal and stress aggression (Legge & Company, 2012).

Gaining employee retention is very necessary to motivate them to work more efficiently. Training and lifestyle must be provided to employees to get relaxed from all the aggression faced from all the customers they have been facing whole day. Retaining them will carry many strategies to be followed by the employers because employees will to work, needs to be motivated to create their concentration over their work. Providing employee recognition can make them satisfy with the work they do because everybody wants a level of appreciation for the work they perform on the job. Even small dinner gift vouchers, small rewards and certificate of appreciations can provide the employees a high return on their investment (Huebsch, R., 2013).

An aesthetically pleasing environment for the employees is needed for their job satisfaction. Encouraging the employee's collaboration and interaction is needed to be kept by installing phone stations, so that they stay in touch with each other and feel as a part of the call center.

A comprehensive orientation program must be spotlighted over the employees so that they may feel good for being hired in the company because a thorough orientation might not be so much effective in a high turnover generating companies and employees might leave soon.

Employees sometimes feel like they are being deteriorated in their current positions and aren't able to exhibit their best and not being satisfied by the job over the long term. In a normal human being it's difficult for anyone to adopt new practices or new things, so employees must be given effective ongoing training programs.

A qualitative manager is also a reason why employees want to stay in the call centers for longer period. Manager has to play their role of commanding and controlling and motivating the staff with incentives and ongoing trainings. As customers are not the only ones pressurizing the employees but there is a pressure ...