How to Limit Employee Turnover at Your Contact Center

Written by KOVA Corp

One of the unfortunate facts of contact center management is that there is a high employee turnover in the industry. For your business, supporting this turnover can prove costly in terms of the time and money necessary to retrain dozens of people to do the same job. Instead of mastering the art of training new employees, learn how to run a contact center where you maintain more employees than you lose.

Limiting your turnover by creating happy employees is one of the keys to successful contact center management. Read on to learn about three ways you can keep your contact center agents excited and inspired about their jobs.

Require Employees to take 2-4 days off per month

Each and every employee should feel excited about the work they are performing. Sometimes taking time away from your desk is the best way to remember how much you enjoy your job. Setting an official rule stating that each employee needs to take off 2-4 days per month ensures that they stay up to date with family, friends and personal hobbies. Allowing them to create a well-rounded life will contribute to an overall better performance at work, and a lower likelihood that they will quit their jobs in the near future.

Keep Overtime at a Minimum

Along the same lines as the first point, you should outline the maximum amount of overtime that each employee is permitted to work. Allowing overtime gives employees the chance to earn extra money as well as show their motivation in the workplace. However, if too much overtime is performed, employees run the risk of losing a healthy work-life balance that may eventually cause them to quit. Moreover, limiting overtime saves your company money in additional salaries that you would have had to pay.

Implement Incentive Programs

Another contact center management tool is to implement an incentive program for the contact center agents. Practicing contact center performance management can help you to observe each agent’s metrics and customer service skills with each client. By monitoring this information, you can set up a series of incentives that will help motivate the contact center agents to improve their performance. When employees are striving to better themselves, you have mastered one of the most important aspects of how to run a contact center.

Promoting a healthy work-life balance is a difficult concept for many companies to put into practice. Logically, they invest in each employee in the form of a salary and are looking for employees to work hard to achieve the best results possible for the company. Although a company wants to meet objectives, it is important not to overwork their employees. Throwing off the work-life balance will lead to negative feelings toward the company that can often not be reversed. If you are truly looking to reduce the turnover at your contact center, then creating happy employees is the first step you should take. For more information about workforce management software or general contact center management inquiries, contact us today!

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