Improving retention in contact centres
Outstanding contact centre experiences cement a loyal customer’s alliance. A poor experience destroys it. But contact centres have a problem – employee retention.
The factors driving this challenge include: increased demand for flexible arrangements, team leaders prioritising recruitment leaving no time to develop the team members they have, poor visibility over day-to-day employee sentiment and team member coaching and training regularly getting moved or cancelled.
A culture that supports learning doesn’t cancel coaching and development due to high call volumes or because everyone is too busy. It finds another way.
Here we’ll share insights about the challenge of retention in contact and call centres along with simple bite sized actions that you and your people can do now, so you can focus on the things that matter.
Contact centres can take purposeful, consistent and practical steps with existing employees to improve the employee experience – and improve retention.
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How to improve retention
Team members usually leave jobs because of the relationship they have with their leaders. Workplaces that have high retention have:
- Strong management through regular coaching and development, feedback and clear goals
- A positive workplace that has the tools and processes to get work done productively
- Opportunities for people development via different channels plus a culture that supports learning
- Trust throughout the organization due to continuous investment in people
YakTrak can help you improve retention by:
- Fostering (and tracking) regular interaction, coaching and feedback between a leader and their team members
- Delivering regular nudges to set goals, schedule coaching and get your team together
- Encouraging micro-coaching in the flow of work to avoid pulling team members off the floor
- Providing a vehicle for leaders to assess calls and give feedback through YakTrak
YakTrak: Your path to performance.
Wrangling all the information you need to build capability can be a wild and woolly task. So, it’s ironic that your greatest ally could be a Yak. An ever-evolving ecosystem, YakTrak delivers the insight you need to power the development of your people. Create your own unique path to performance, one step at a time. It’s time to get on track with the Yak.