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Call Centre Staff Retention Success For GranbyTalk

This week we look at call centres who have got a handle on staff retention. Granby Marketing have managed to reduce their staff churn to less than one person per year. We asked these two call centres what their secrets are…The very nature of contact centre work and the projects that they undertake has resulted in the industry being given the often undeserved reputation of having a very poor staff retention rate.
This may be the case with some larger contact centres, but see a number of smaller call centres bucking this trend.

Take pride in your work
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The first thing to remember when improving staff retention is that it can often be attributed to staff taking great pride in their work. When staff take pride in their work, they care much more about their output and do a better job as a result.

Create a community
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Involving your staff in all aspects of the business creates more of a family community. For example, if you are thinking of implementing a new initiative then you should always involve staff during the consultation period. This is incredibly important as staff in large contact centres do not always ever have the opportunity to do this, and therefore often feel as if their contributions and opinions do not matter.

Contact centre employees are commonly seen as an expendable, and ever-expandable workforce that doesn’t seek promotion.

Watch the management speak
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It is important that a workplace doesn’t thrive on managerial buzzwords, motivational clichés and unrealistic targets.

The Bradford Factor
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We use a technique called the Bradford Factor to monitor the progress of our staff. It is a monitoring tool we find to be extremely effective, and it is becoming a common measure in call centres. It enables us to distinguish between agents showing positive and negative progress. So, for example we can ensure that we don’t penalise staff that are away for justifiable reasons, such as a long-term illness, but can identify constant lateness and absence for no reason. It allows us to spot any potential problems at their earliest stages, meaning that we can iron them out and resolve them with the employee as quickly as possible, making sure that both parties are content and comfortable in their working environment. We actually are using the Bradford Factor more and more to monitor positive progress rather than negative in order to help staff develop in their career, which ultimately is what staff retention is all about.
The bottom line is that people should want to work in call centres because of the career opportunities offered to them, not because they want a quick route to casual employment. We believe that the environment in our contact centre should be enjoyable and rewarding, and this should really be the case in any business.

Staff retention can only really be successful when internal development and promotional policy are central to the culture of a contact centre. And now, more importantly than ever, employers need to ensure they never underestimate the capability of their staff.

Reproduced from www.callcentrehelp.com

Stewart Oxley is Sales & Marketing Director of Granby Marketing Services, an award-winning response management and fulfilment agency offering multichannel solutions across telephone, mail, SMS and e-mail.

Contact 01254 604103 or www.granbymarketing.com

 

 

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