Staff Turnover

[Chan]

I just join in Call center and notive that our center is facing high turnover.

Is this the norm in call center? Anyone there can advise on this?

Thanks.

[NBosch]

Attrition is a common problem in call centre business, and ususally is an indicator for low motivation.

It is not necesary a risk to your organisation, but the higher the expected level of your CSR's, the more urgent you should take measures.

Feel free to mail me at : niek.bosch@medion.com

[Chan]

Thanks Niek.

Since this is the common problem in call centre. Could anyone share their experience to overcome this?
Thanks.

[NBosch]

Hi Chan,

As said, attrition is directly related to motivation. If you want to lower staff turnover, you have to look at reasons why people leave the company and implement action on the outcome.

This means, everybody who leaves the company, should be invited to a leaving interview, most preferably, after a short period of leaving.
When the most common reasons have been identified, it is a lot easier to take action to resolve this problem.

It is difficult to give a 100% fitting answer to your specific issue, without more background info, but with this implemented, I am sure you will be able to deal with it.

Kind regards,

Niek