The Call Center Industry – Motivation, Turnover and Retention

 

 

Working at Call Centers over the years, you develop a thick skin. Each one has it’s own set of rules and guidelines.

 

You have to start fresh with each job, and totally forget about what you learned at the other call center.

The rate of pay is different for office positions, floor positions, management and human resources.

If you want your employees to stick around, make sure you offer good pay incentives. I love the hourly wage + sales commision + fully paid benefits.

You could have a great pay structure but if your workforce is unhappy about it’s work environment, then you are defeating the purpose of attracting potentials into your marketplace.

The ideal work environment should have windows with screens, (to block out the hot sun but still give light inside), lots of plants to provide oxygen to combat all that carbon monoxide, and comfortable, roomy desks with good, (back supporting) chairs.

 

It is important that the colour schemes be well thought out and you may want to consider “Feng Shui” or “Color Psychology” when you plan your office decor.

 

Last of all, a happy employee is less likely to run away; If you reward them on a weekly or monthly basis for a job well done. Provide a good pay and benefit structure, and promote education concerning the products being sold.

 

With these tips in mind you will be on your way to reducing your rate of turnover.

 

Remember a happy customer service person also means happy customers.

 

They will be a pleasure to deal with and you will have less disgruntled workers on your floor.