Turnover Rate Reduction

[ShaynelleJ71]

I currently work in a Customer Call Center. We are attempting to obtain any/all information relating to reducing the turnover rate at our facility. If anyone have any ideas, please share.

[lucatdat]

1 - Review your Human Resources Hiring profile to see what kind of candidate pool are you pulling from? (are youhiring summer student that will go back to school come winter?)
2 - Set the agents expectations on most of the job aspects when hiring and when trainning them.
3 - Employee exit surveys will let you know why they left.
4 - Run focus group to find out what is wrong and what needs to be rectified.
5 - Engage agents in committees to work on rectifying & improving some of th findings.
6 - Create a team spirit environment where the agents feel they belong to something and that they are contributing to the success of the company.
7 - Employee Satisfaction surveys will let you know what are the top 5 issues you need to concentrate on (usually it is communication, recognition...)
8 - Team Managers have a big effect on agents: are they approachable? is there a personal relation between them? Do they care about their agents?...

hope this help.