- Select the right employees. Hire professionals who have the skills and personality for delivering call center services. Focus on interpersonal skills illustrated by those who enjoy telephone interaction and providing quality customer service. Call center recruitment software is increasingly used in the employment screening process to assess a candidate's personality and skill sets for this type of work.
- Call center employees who are not challenged or feel they are not growing will have an increased sense of dissatisfaction. Find out what workers really want. Don't guess, and don't assume they all want the same thing. The credit-card company First USA reduced staff turnover in its call centers by supporting career-development conversations between managers and employees. Offer training and increase opportunities for employees to exercise problem-solving skills in delivering quality customer service.
- "Hygiene factors" is a term developed by the late Frederick Herzberg to describe the business work environment, pay, and benefits as factors that will moderate employee dissatisfaction if they are adequate. Employees who feel valued are more likely to stick with the business. Employees are motivated by challenging work and fair pay, career growth and skill development opportunities, and a stable and enjoyable work environment.
- Good management is central to attracting and retaining talent. Good managers allow employees to grow and think about how they can develop their workers' talents. They serve as mentors, and encourage, nurture and teach employees how to be successful in the organization, all of which inspires loyalty. Successful call center managers also support key employees' growth through opportunities to participate in special projects. They also encourage employees to have a life outside of the call center to support a healthy work-life balance.
next post