- First know the cost. This is the most basic and initial part of the retention process. A good retention plan needs all the facts. The turnover cost includes cost of selection process, hiring, induction, training, lost productivity, etc.
- Hire from known sources like employee referrals through trustworthy employees.
- Hire the right people. Retention starts with recruitment itself. Identify the characteristics of the people you want to hire who fit in organization’s culture. To retain employees, the people who are productive and are likely to stay for a longer time should be hired.
- Focus on employee orientation. It is the first impression that the employee takes home with him. A proper welcome form the management will encourage the employee to stay with the organization.
- Individual development. Develop career plans for employees. Initiate mentorship and higher education programs to keep the learning and development moving.
- Training for managers. An important factor that keeps the employee in the organization is the manager. Employees need a manager who manages them well. A manager should be a good listener and motivator. Proper training should be given to the managers.
- Find the reason why employees are leaving. Conduct exit interviews with the employees after 3-4 months of leaving the job. This is because most of the employees would not like to reveal the true reason of quitting the job as long as they are in the organization and are associated with the job. The exit interviews can be conducted online. Then the employees can talk straight-from-the-shoulder.
- Employee recognition. Star of the month, top performer, picture on bulletin boards, appreciation cards and certificates, etc, increase employee moral and confidence. This is a great way to retain employees of a call center.
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