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Employee Turnover And Retention Briefings Abstract: 12

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How to Improve Call Center Employee Retention [Call Center Magazine] Tuesday 12/23/03 12:31 PM

The following report on Call Center Employee Retention is not new (April 2003) but it is worthy of reviewing at this time.

Employees in Call Centers continue to turnover in high numbers. Call Center managers often have ready excuses of why there is nothing they can do about it. A large number are resigned to the turnover and many do not even conduct exit interviews to find out why their employees are leaving.

Some tactics that can be employed to improve employee retention in call centers include:

- Hiring smart
- Ongoing training
- Tracking progress
- Rewarding those who excel

Growth opportunity is one of the common reasons for leaving cited by call center employees on exit interviews. Even in flat organizations where upward mobility is limited, call centers can create cross-departmental career paths to offer employees opportunity.

If money is tight, public recognition and pride of accomplishments can be even more motivational than salary and bonuses.

Setting up training as a reward instead of as a requirement can boost employees' interest and enthusiasm in continual learning.

There are a number of ways to improve your call center culture to foster increased employee satisfaction and retention.
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