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From the blog

Call Center Management’s Role in Employee Retention

Employee Retention
Employee Retention
© dizain / Dollar Photo Club

Successful BPO companies realize by having an effective employee retention plan will help them sustain their leadership and growth in the marketplace. The management plays a very important role in retaining their employees. They must be prepared to be collaborative, supportive, and nurturing of their people. Those that fail to make employee retention a priority are at risk of losing their top talented people to the competition.

Communication

Create open communication between employees and management. Conduct regular meetings and surveys to enable them to share their input. Act on good suggestions, and give credit where it is due. The dynamics of manager-employee relationships are complex, but in the best-case scenarios, with a good faith effort and the right approach to coaching, employees can be re-engaged.

Motivation

Use contests and incentives to help keep workers feeling rewarded. Provide some small perks like a gift certificate at a coffee shop or an hour massage or a movie ticket to the employee of the month. It may seem insignificant, but if they help employees better manage their lives, they’ll appreciate it and may be more likely to stick around.

Growth

There will always be employees who start looking for new challenges. The company should provide readily accessible information on career paths and competency requirements. Organizations should offer workshops, software or other tools to aid employees in increasing their self-awareness and enhance their goal-setting efforts.

Support

The management should help employees to maintain a life balance. When you force workers into choosing between having a life and a career, your organization has a toxic culture. You should be empowering your people, not attempting to control them.

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