Attrition is probably one of the biggest challenges most business process outsourcing companies face. Annually, these BPO companies look into their numbers, including their attrition rate to understand how they are performing, not just as a business entity, but also as an employer. In fact, according to a survey on call center turnover rate worldwide, it was found that in the US alone, the turnover and attrition rate was at 46%. A high attrition rate can be caused by various reasons. It can be involuntary or voluntary, but in one way or another, a company has to do something to help reduce the rate of attrition.
To help with this, here are eight helpful tips on how you can improve your attrition rate in a BPO setup.
1. Streamline your recruitment and hiring process
One of the most important aspects of reducing your attrition rate is the hiring process. It’s important for companies to carefully screen their candidates and find the right employee for the job. Employing someone who is not the right match for the position can only lead to dissatisfaction on either the employee or the employer. This can then lead to the employee’s resignation or the employer making the decision to find a more suitable person for the job.
2. Improve your training programs
Apart from your recruitment process, you should also look into how you train your employees, especially your new hires. Your goal for training people is to improve their knowledge of the products or services that you offer and be able to comply with your expectations. See to it that your training programs are streamlined to help prepare your employees to do their jobs efficiently and confidently.
3. Reward and recognize exceptional work
Another important factor of a declining agent retention is if a company does not give credit where it is due. Many employees find it motivating to know that every time they deliver quality work, they are recognized and rewarded for their efforts. More than just gamification, rewards and recognitions help give employees a clearer direction, knowing that if they consistently deliver, they will be rewarded by the company they work in.
4. Focus performance monitoring efforts on customer satisfaction
When it comes to monitoring your team’s performance, it’s important to think about the kind of metrics you will be setting for your agents. For a contact center, a typical set of metrics include average handling time and calls per hour. But to cultivate a more customer-centric approach for each of your agents, see to it that you put your customer’s satisfaction as the priority metrics. This allows your agents to build a more personalized connection with their callers and provide them with a more satisfying solution. With customer satisfaction as the top priority, your agents’ stress levels can be significantly reduced as they won’t have to worry about any other metrics apart from just fulfilling what the customers need.
5. Set up clear communication channels
Each of your team members play an important role in the company. And for them to know that their work, ideas and opinions matter, you should see to it that they are aware of the communication channels. This way, anytime they have issues, concerns or ideas that they would like to share with the management, they know who to talk to. Involving your team in your company’s decision making and providing them the opportunity to speak up about important business matters will help them feel that they are valued.
6. Provide coaching and skills development opportunities
Every employee wants an opportunity to improve and grow professionally. To help boost your team’s confidence about their skills, see to it that you have coaching and training sessions in place in your company. Providing your team with the opportunity to develop their skills can help boost your employees’ satisfaction levels and keep them in the company longer. At the same time, coaching sessions can also help boost their effectiveness at work. Knowing that they have someone within the team to rely on for support and guidance, they will feel more at ease with their work.
7. Establish a path for career growth
Career growth is another important factor towards boosting your employees’ satisfaction. See to it that you provide in-house promotion opportunities to your employees who deliver quality work consistently. Knowing that they have an opportunity for promotion can help them become more invested in their work.
8. Provide conducive work tools and environment
Your employees’ work environment and equipment also plays an important role when it comes to reducing attrition. With a favorable work environment, your team will feel more valued and they will be more comfortable while doing their work. At the same time, the quality of the work tools they are provided can help boost their efficiency and productivity. With better work tools, they can do their job well and be able to do their work well. They won’t have to stress out about faulty equipment, which can make them feel frustrated.
Employee satisfaction matters. More than just providing your employees with a job opportunity, you should also see to it that their holistic development is given value. As humans, we all have our personal goals and ideals. As an employer, it’s important that you provide your employees with the opportunity to achieve some of those ideals, especially when it comes to their work. This is why here at Assivo, we see to it that our team members are provided with all the tools, knowledge, training and support that they need to be more committed to delivering quality work. We value our team’s holistic growth, this is why we provide them with clear communication channels and opportunities for career growth. Their quality work is always rewarded and their great ideas are always entertained and valued.
We believe that with better employee satisfaction, attrition rate can be mitigated. If you want to learn more about how we celebrate each of our team’s individualities, culture, success and growth, contact us at Assivo.