Employee Retention and Development Programs

The cost of locating, hiring and training a new Contact Center employee and guiding them to full productivity is significant. While averages may sometimes be misleading, studies show that it can require as much as $35,000 and 90 days to fully integrate a Contact Center new hire. At the same time turnover remains a major problem, increasing hiring expenses and failing to deliver the hoped for return on training and development investments. Clearly retaining and developing existing employees needs to be a high priority activity for all Contact Center managers and executives.

When someone voluntarily leaves their job it is nearly always for one of only two major reasons.  Either there is a poor match between the employee’s interests and aptitudes and the requirements of the job, or there is a conflict between the attitudes and values of the employee and those of the organization or, more commonly, their immediate supervisors. Other important factors impacting turnover include the amount and quality of feedback provided regarding an employee’s performance and the programs that are in place to motivate and reward excellence on the job. Fortunately, all of these factors can be directly influenced by management, and addressing them will not fail to produce a positive increase in retention.

Utilizing the powerful employee assessment tools developed by Profiles International, your Tyche consultant can identify the root causes of turnover in your organization and recommend specific actions you can take to attack and defeat it. This may include programs to address:

• Employee Attitudes and Skills
• Management Attitudes Skills
• Job Content and Requirements
• Performance Feedback Systems
• Reward and Recognition Programs

Attracting and retaining high performance employees is a universal business problem, but it is particularly acute in the Contact Center world. It has been such a persistent, longstanding issue that many organizations have come to simply accept it as “the way things are”. No organization can reduce turnover to zero, nor would such a possibility be desirable. But with a serious management commitment and the assistance of the Contact Center experts at Tyche, most Contact Centers will be able to significantly reduce their employee turnover and all of its associated costs.

 

You may have thought that high employee turnover just came with the territory… but now you know!