Does youur company have high turnover/attrition?

Question

I work in the HR department that supports a large Call Center in Sacramento. We have extremely high attrition and are looking for new and creative ways to reduce attrition and also hold the management team accountable for it as well. Any ideas?

Answer 1

I used to work in a call center and I will tell you why people quit.
Low wages
Schedule is not flexible
Incentives for bonuses are not attainable
Reps would take abuse from consumers as a result of stupid corporate decisions which negatively affected product or service
Insufficent training of reps by management
No growth opportunity
Christmas bonus was a joke

Change any one of these things and you might just keep some of your good employees.

Answer 2

Maybe you should look at a few things as a company

1. Are you requiring a sales quota as a condition of employment. That right there is the number one problem in call center jobs.

2. Are you building managers bonuses around their departments sales. That can be leading to the managers putting undue pressure on their units.

3. Are you offering top salary and top benefits, not simply "competitive" or bottom basement. If you arent, people are liable to jump ship immediatley at the prospect of anything better.

4. I read an article about Best Buy, and they set up a flexible schedule for all of their workers at their corporate office. Turnover went down and production went up. You could try this, where employees were allowed to come and go as they please, as long as there was certain number on staff at all points.

Call centers are a crap job. The work is redundant, and they are usually under a high level of stress for poor wages and no recognition. You cant just operate ho-hum, and expect to keep employees.