Well its basically true that most Call Centers in the Philippines offer high salary and competitive benefits, but how can these companies stop their employees from leaving them?
This article is from Kristel Nicole Eniego, a contributor of ezinearticles.com. Hope we learn a lot from it.
How do you keep quality call center agents from leaving?
• Improve testing and hiring practices
It is always wise to start with the process of hiring. You can hire all the wrong agents and have them turnover before they get regularized. If you start smart with the testing of applicants up to the process of hiring them, you'd have fewer problems to worry about in the long run. Managers usually test and interview the applicants, however this job should be filled up not by the managers who should spend their time focusing on employee development but by well-seasoned or the company's top agents. Only those who are already good at what they do can decipher what is a potentially good agent.
• Increase training period
Most companies rush through the application process because of the high turnover rate so much so that they spend less time training their agents. Ideally, the agent's training period should be around 3 to 4 months. Anything less than 3 to 4 months would be cutting it short and sacrificing quality management. In the training period, concentrated team system should be closely monitored for better results. Also, during this training period, the management can see which agents are comfortable with their work.
• Pay attention to Employee Morale
Experience shows that call center agents respond positively to immediate monetary rewards. If once in a while the company holds a little contest that pushes agents to reach their quota in the fastest time possible in exchange for monetary rewards, agents would have something new and fresh to aim for in that given day. Aside from monetary rewards, recognition of job well done and accomplishment of goals is also necessary. Nothing will make an employee happier than to have his efforts recognized. Creating a good atmosphere on the floor boosts employee morale and would make him work harder.
• Maintaining Quality
A lot of agents who leave their posts have the assumption that the company is not interested in improving the quality of their business functions. That is why it is important for companies to constantly ask their agents for ways of improving their services. Being in the front line makes them susceptible to the immediate needs of customers. This insight would prove to be helpful for both employer and employee.
Keeping quality call center agents from leaving is not really a trivial matter. But it is not exactly to be taken lightly either. It is important to keep good call center agents as constantly hiring new agents take up a lot of resources out of the company's pockets. Training them takes time, effort and money so you have to be sure you're spending these resources wisely. A call center agent's job can be stressful but if the company manages to balance the stress and the rewards then you get to keep your quality call center agents for a long time.
This article is from Kristel Nicole Eniego, a contributor of ezinearticles.com. Hope we learn a lot from it.
This job pays you a lot of money for your people skills. There is no other way of looking at this. You can work at a call center without a college degree as long as you are proficient with computers (and in this day and age, who is not proficient with computers?) also, you have to be good with people. However, the qualities of a call center agent extend to more than people skills. Before you get to be a regular call center agent, you have to undergo a lot of trainings and tests that examine not just your English proficiency but your technical and problem-solving skills as well. A lot of aspiring agents get kicked out in the first few months because of lack of productivity and their inability to keep up with the changing schedules.
In this kind of job, most agents feel stressed. This is partly attributed to the fact that 50% of call center agents do not exactly choose that career path. They would most likely jump to a better opportunity when it presents itself despite their current pay being higher than industry standard. So it is important for call center companies to keep their agents happy and satisfied with their jobs.How do you keep quality call center agents from leaving?
• Improve testing and hiring practices
It is always wise to start with the process of hiring. You can hire all the wrong agents and have them turnover before they get regularized. If you start smart with the testing of applicants up to the process of hiring them, you'd have fewer problems to worry about in the long run. Managers usually test and interview the applicants, however this job should be filled up not by the managers who should spend their time focusing on employee development but by well-seasoned or the company's top agents. Only those who are already good at what they do can decipher what is a potentially good agent.
• Increase training period
Most companies rush through the application process because of the high turnover rate so much so that they spend less time training their agents. Ideally, the agent's training period should be around 3 to 4 months. Anything less than 3 to 4 months would be cutting it short and sacrificing quality management. In the training period, concentrated team system should be closely monitored for better results. Also, during this training period, the management can see which agents are comfortable with their work.
• Pay attention to Employee Morale
Experience shows that call center agents respond positively to immediate monetary rewards. If once in a while the company holds a little contest that pushes agents to reach their quota in the fastest time possible in exchange for monetary rewards, agents would have something new and fresh to aim for in that given day. Aside from monetary rewards, recognition of job well done and accomplishment of goals is also necessary. Nothing will make an employee happier than to have his efforts recognized. Creating a good atmosphere on the floor boosts employee morale and would make him work harder.
• Maintaining Quality
A lot of agents who leave their posts have the assumption that the company is not interested in improving the quality of their business functions. That is why it is important for companies to constantly ask their agents for ways of improving their services. Being in the front line makes them susceptible to the immediate needs of customers. This insight would prove to be helpful for both employer and employee.
Keeping quality call center agents from leaving is not really a trivial matter. But it is not exactly to be taken lightly either. It is important to keep good call center agents as constantly hiring new agents take up a lot of resources out of the company's pockets. Training them takes time, effort and money so you have to be sure you're spending these resources wisely. A call center agent's job can be stressful but if the company manages to balance the stress and the rewards then you get to keep your quality call center agents for a long time.
Kristel Nicole Eniego is part of VONCORE's creative writing team. If you want to learn more about the call center jobs in the Philippines and other business viewed with expertise and related in an easy to digest manner, visit Great Business Planning
Article Source: http://EzineArticles.com/?expert=Kristel_Nicole_Eniego
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