AuthorWrite something about yourself. No need to be fancy, just an overview. ArchivesCategories |
Back to Blog
High attrition11/2/2023 Thanks to Chava Not Meeting Employee Expectations The moves I’ve seen here are due to shifts, higher wages, and more employee-centric cultures. I imagine the real struggle in developing geographical regions is the competition for experienced talent and so people move around from one centre to the next. In more developed geographical regions, this industry is seen more as a stop-gap. Because the sector is growing, there are so many opportunities for growth. Sure, people may fall into it, but many businesses provide study bursaries to grow the staff. My experience in South Africa, interestingly enough, is that the call centre is seen as a career in itself. Thanks to Steve Career Perception Varies by Location If you aren’t addressing all 4 and putting mitigation in place around these, you will never stem attrition. Of course, the other things need to be in place, like a reasonable wage too. They will give their discretionary effort for a good leader. Successful organizations really invest in leadership and development of their leaders, so they can build strong rapport with team members. Generally good frontline associates get promoted into leadership roles with no real sense of how to lead. Ultimately, my experience has shown me it’s the lack of good leadership. Most contact centres also state absurdly low attrition and then, when digging into the numbers, you get “oh, we don’t count that group because of x, or that group because of y, etc.” Restrictions on when they can take annual leave.Training can sometimes be off the mark – compared to reality on the phones.The expectations required of them not being clearly iterated at the start.Thanks to Rob There Are Many Issues Driving Attrition This change from brick and mortar to virtual is driving innovation in the marketplace, however. I do believe that career growth is a part of culture. Now that it’s the norm, it’s driving wages up and it’s easy for people to change jobs as they aren’t limited to their local market. Prior to Covid, work from home was a privilege. Thanks to Tom Working From Home Has Made It Easy for People to Change Jobs The high stress and low financial rewards also enhance churn. Contact centres in the past have often targeted students as easy labour to fill gaps, but based on my view over the years, the backbone of “career” contact centre staff in service roles especially is diminishing.Ĭontact centre work has been and continues to be transitioning to a primarily gig economy-powered workforce. The only way to combat this is to create a recruitment strategy targeting specific demographics that are more likely to stick in roles – rather than relying on what comes through from job boards and company website applications mechanically. In the UK, the roles have also become increasingly “minimum wage” work in service work, with rewards and incentives for sales work becoming far less generous over the last decade in the large swing towards outsourcing that we have seen. Many types of employment (especially contact centre work) are no longer seen as a career unto itself, but rather as a stop-gap measure either between education towards a career, or people in the middle of a career change, amongst other significant reasons. We are currently seeing a generational change in employment behaviour. Thanks to Madeline Create a Recruitment Strategy Targeting Specific Demographics With a good WFM and planning, you can project the number of agents needed at every level with shrinkage and attrition backed in.Įveryone says “sure, I can work whenever you want – morning until night and both weekend days”, but it never works that way. Why contact centres don’t hire to fill a shift is beyond me. With a good WFM and planning, you can project the number of agents needed at every level with shrinkage and attrition backed in. Historically, attrition is a result of pay, extremely high occupancy, and hiring for open schedules. A number of respondents also left comments to provide further insights into their answer and additional reasons for attrition: No One Can Easily Do Every Shift Pattern Imaginable
0 Comments
Read More
Leave a Reply. |