Mon. May 20th, 2024

5 ways to reduce attrition in Call Center

Manpower attrition is one of the biggest challenges irrespective of the industry. Especially in the Call center industry retaining manpower becomes a matter of paramount importance. as manpower plays a significant role in business growth, client satisfaction, and eventually Customer Satisfaction. CSAT.

Call Center agents are the foundation bricks of the BPO.  But contrary to the industry demand controlling attrition in this industry is a tough nut to crack. 

ways to reduce attrition in Call Center
Ways to Reduce Attrition in Call Center

So in this blog, I have shared the top 5 proven ways to reduce attrition in Call Center. But before exploring the ways to reduce attrition let’s understand some common reasons of attrition in Call center.

Reason of Attrition in Call Center:

If you have been into the leadership role in call centers, you would often hear below 5 common reasons of Attrition:

  1. Better Job Opportunities
  2. Better Pay and Benefits by Competitor
  3. No Work- Life Balance.
  4. Pursuing Higher Studies
  5. No Career Growth or clear roadmap

Read detailed blog on : Reason and Types of Attrition in Call Center

Further in this blog , we will understand how we can counter these reasons by understating 5 proven ways to reduce attrition in Call Center

5 ways to reduce attrition in Call Center:

Before jumping to the topic , let me remind you that the topic ” Ways to reduce attrition in Call center” is a frequently asked question by an interviewer if you are applying for any leadership role in any industry but especially for call center this question weighs more as  manpower plays a pivotal role in call center and business revolves around people.

So without further ado , let’s explore what are the 5 proven ways to reduce attrition in Call Center 

1. Timely counseling sessions:

One of the most effective ways to control attrition is to conduct timely counseling sessions. These sessions are very helpful to understand the employee’s behavior towards the organization. You may ask an employee to share feedback related to the company policies, infrastructure, supervisors, and other facilities. These sessions allow employees (especially agents) to speak their minds without shillyshallying.

Skip sessions are valuable when agents feel uncomfortable expressing their views in front of immediate supervisors.

2. Learning and Development:

One modern way which is being embraced by most companies to retain the talent is to provide access of a eLearning portals so that  employees can learn and develop skills for as per their career roadmap. In case the eLearning facility is not available start conduct learning sessions or workshops on weekends or post office hours.

These initiatives will not only improve the skills of an employee but also help in controlling the attrition.

Employees prefer companies that not only pay salaries but also invest in their learning and personal growth.

3. Employee engagement activities:

Programmes related to Employee engagement help very much to retain talent. As per the survey of an American firm engaged employees are highly productive and are more likely to stick around with the company

Every organization has a separate ER (Employee Relation) team which helps in performing employee engagement activities. Few of the employee engagement activities are on-floor games, competitions, bar nights, etc.

The fact is that if you will prioritize agents engagement and motivation they will too

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4. Rewards and Recognition:

Rewards and Recognition programs are a great way to give recognition to talent.It also helps to increase the motivation of other employees. Many companies do it monthly, quarterly, or on yearly basis. When an employee gets value and recognition for his work automatically it boosts his/her morale which in turn results in employee engagement and more productive work towards the company

Depending on the historical data of the company’s attrition rate these programs can be conducted.

RNR programs have been a proven way to control attrition especially in the call center industry, where agents are hungry for recognition and want to grow at the earliest

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5. Conducting Sports events:

Work culture in a call center is very stressful, as this industry directly deals with customers. Conducting regular sports events keep an employee engaged with the organization also these events can help to bring employees and their families together.

In India Cricket is one of the most famous sports and everyone knows how to play it. Hence conducting cricket matches or any premier league will engage all employees and everybody can participate in it which also helps in team building apart from controlling attrition

Every employee is a RAW material when he first joins any organization but being an employer it’s on you to create such an environment where every employee feels valued and invested which also fosters employee engagement

There are many other tips and ways to control attrition and retain the talent but it depends on organizations that how well they treat their employees so that it will require less effort and investment to control attrition of employee

FAQs:

Now it’s time to pick some FAQs on ways to reduce attrition in Call Center :

1 . How do you control attrition in a call center? / How do you stop attrition rate ?

Ans : Regular counselling sessions, preparing weekly RAG and other ways ( mentioned in the blog) above can control the attrition in Call Center

2 . Why is attrition high in a call center?

Ans: As mentioned above some common reason of high Attrition

  • Better salary and pay by competitors
  • No Career growth after a long tenure
  • No Work Life Balance

3.  What is attrition formula in BPO?

Ans : Attrition can be calculated by using below formula :

(No of agents left the organization )/ Avg of Headcount *100

 

So friends here the topic ends  on“5 ways to reduce attrition in Call Center”. Comment in the box on how well your employer is treating you.

Also, do share your thoughts about this blog or any feedback

I hope this blog on 5 ways to reduce attrition in Call Center has answered all your queries related to the call center attrition tips. Still if you have any questions do not hesitate to reach out to me at callcentertalks26@gmail.com

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