September 23, 2019
Many companies reliant upon hourly labor experience high worker turnover. For a variety of reasons, frontline and hourly workers tend to have lower job satisfaction and engagement. While the call center industry is no exception, understanding the causes of call center turnover can help managers begin to address the issue.
Because entry-level call center employees tend to churn quickly, firms face the temptation to rush training.
According to TalentLMS, an associate’s training is central to later success in the call center. The best firms involve simulations, case studies, lunch-and-learns, and other innovative modules into the process. Rather than throwing new hires into a difficult work environment, firms ought to deliberately train their employees with varied techniques. This approach ensures that employees receive training that fits with their individual learning preferences.
As one former call center employee writes on Glassdoor, “the most stressful part of the job is that training is short and extremely rushed… you have to learn most of the job on your own through mistakes.” For both employees and managers, quality training pays dividends.
Call center employees often complain about unexciting labor.
Research from the National Institute of Health indicates that monotony and boredom at work can have adverse effects on “morale, performance, and quality of work.” Similarly, Inc cites a study that found correlation between a firm’s profitability and its efforts to empower employees through meaningful labor. Communicating your company’s purpose to your call center employees will likely boost retention.
Unfortunately, call center jobs often involve inherently repetitive tasks. However, call centers can take inspiration from Google, which uses the design philosophy of “biophilia” to create colorful workplaces filled with plant life. Switching peripheral factors such as color schemes, desk arrangements, and vending machine food could yield rewards for workplace engagement.
Medical professionals and researchers agree that employee burnout is a national epidemic.
The World Health Organization and the Center for Disease Control both notice the widespread nature and health risks of employee burnout. Meanwhile, Stanford’s Graduate School of Business says that “more than 120,000 deaths per year and approximately 5-8% of annual healthcare costs are associated with and may be attributable to how U.S. companies manage their workforces.”
In call centers, repetitive tasks and a lack of challenge in the workplace can pose a health risk to employees. Employees who lack meaningful work are at risk for disengagement, burnout, and dissatisfaction, which unsurprisingly lead to turnover.
Qlicket helps call center managers address employee turnover before it occurs. Our continuous employee feedback solution allows employees to provide suggestions and raise concerns in an anonymous, convenient fashion.
Learn more about Qlicket, our solution, and how we can help your company retain call center employees.