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Retention Management And Metrics

Employee Turnover And Retention Briefings Abstract: 13

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More on Call Center Employee Retention [Tech Republic] Tuesday 12/23/03 3:58 PM

In 1998, Kirk Weisler was hired by a call center to help create a positive culture. In three years, the employee turnover rate at this call center dropped from 150% to 17%.

Here are some of Weisler's ideas for motivating and retaining call center staff.

- Downsizing
- Etiquette classes on "how to smile through the phone"
- Finger exercises for greater speed and flexibility
- Focusing too heavily on call volume and less on customer service

- Being told you make a difference.
- Training in subjects of the employees' choosing
- Orientation that focuses on both individual and team
- Making work areas comfortable and efficient
- Showing employees their direct/positive effect on the company's success
- Stories about other call center agents who have stepped up to greater positions because of their employment with the company

Lifting employee morale is about making the employees feel they are a part of something important and worthwhile.
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