Are you tired of laying off or watching your employees leave? 

Employee turnover affects even the best of companies and the best of employers. No one is left out.

However, you can reduce employee turnover and save costs in your contact centre.

Let’s show you how.

In this article, you’ll discover effective ways to reduce employee turnover in your call or contact centre. You’ll also get to see credible examples and real-life strategies that work.

And in the end, your employee turnover rates will shrink as you follow our advice.

Ready? Let’s dive in.

What is employee turnover?

Employee turnover is the degree to which an organisation changes employees.

This issue affects many contact centres. It’s like a revolving door – people are constantly coming and going.

So the question is, do high employee turnover rates spell bad news?

Yes, most of the time. It could mean that there’s something fishy going on behind the scenes.

Or on the contrary, your employees have stayed too long. They’ve become too comfortable with their jobs and have started using office supplies as their stash (thinking of Karen from accounting?).

Either way, you can keep things interesting. That’s the essence of this guide. But first, let’s dive deeper into the causes of high employee turnover.

What causes high call or contact centre employee turnover?

Various factors may cause high employee turnover.

Some are within your control as an employer, while others are not.

Here are the most frequent reasons for high employee turnover in a contact centre:

• Limited growth opportunities: Employees want to progress in their careers. If they feel stuck and can’t advance, they’ll leave.
• Poor work-life balance: Working long hours and no breaks leads to stress. Employees try to avoid it by quitting.
• Inflexible work schedules: If your schedules are rigid,  personal lives will suffer. So your employees will look for flexible options elsewhere.
• Toxic work culture: Negative energy at the workplace creates dissatisfaction. Constant stress from such negative conditions could make employees leave.
• Boring or repetitive tasks: Tasks without any challenge or variety cause boredom. This makes employees less interested in working there anymore.
• Unpleasant or unsafe work environment: Issues like poor lighting or ventilation are uncomfortable. It can cause workers to resign immediately.
• Personal reasons/family obligations: Life circumstances change unexpectedly sometimes. This can cause immediate attention resulting in leaving one’s current employment.
• Poaching by competitors: Your competitors may offer better salaries, packages, or other perks. These offers could be irresistible. They can attract your best talent resulting in higher turnover rates.

We’ve now identified the causes of high employee turnover rates. Let’s briefly examine the effects of high employee turnover in your contact centre.

What are the effects of high employee turnover in your call or contact centre?

High employee turnover rates have many negative effects, like:

• More hiring and training costs
• Lower productivity
• Unhappy customers
• Loss of experienced staff
• Low team spirit and engagement
• Low team morale and exhaustion
• Inconsistent quality
• Damaged brand reputation

So, if you want lasting success, you must cut these down. You don’t want to skip this next part.

What are the benefits of reducing employee turnover in your contact centre?

Here are five benefits:

• Customer delight: Employees who stick around become pros. They’ll keep your customers more excited than kids in a candy store.
• Efficiency on steroids: With a stable team, you won’t be training new agents every day. Your contact centre will be well-oiled, getting things done faster than a cheetah chasing its prey.

• Office harmony: Long-term employees bring a sense of camaraderie and inside jokes that make the workplace feel like a second home. It’s like having your sitcom minus the laugh track.
• Rockstar collaboration: Agents who stick together form a powerhouse of teamwork. They’ll team up like a band that knows all the right notes. And your contact centre will hit all the right chords and deliver stellar results.
• Talent magnet: Low turnover has a positive impact on your reputation. It’ll attract top talent to your contact centre like a magnet. And your team will be stacked with rockstar agents ready to shine.

Now you know the benefits, what measures should you take to reduce employee turnover in your contact centre?

To answer this, we’ll walk you through our case studies: HSBC and Neutrogena.

Let’s see how they fared.

How to keep most of your contact centre’s employees like HSBC and Neutrogena

We live in a world where the turnover rate is high. Yet, HSBC Bank and Neutrogena know how to keep their employees.

In our search for answers, here’s what we discovered.

HSBC has a remarkable median tenure of 10.2 years for its employees.

Amazing, right? This stands out as an incredible achievement, especially in an age where people constantly switch jobs and professions.

Now, here’s another interesting part.

73% of HSBC’s employees recommend the company to their friends. And more remarkable is that 77% of HSBC’s workers approve of their CEO.

The same with Neutrogena. Glassdoor reviews showed its employees “enjoyed working with helpful bosses”.

And now, you’re thinking, how do they do it?

We’ll show you how.

HSBC Bank and Neutrogena use these six strategies to keep their employees. For the highest employee satisfaction results, incorporate them into your contact centre.

1. Provide compensation and benefits

Offer competitive pay and attractive benefits. This powerful tool keeps your contact centre employees happy and motivated.

Salary and perks make them feel like they’ve hit the jackpot. This can make them stick around and give their best.

It’s like fueling their passion for work by making sure they’re well taken care of.

So invest in competitive compensation and benefits. You’ll create a workforce that is not only loyal but also driven.

2. Unlock employee potential with development programs

Nurture this garden of talent within your contact centre.

Provide opportunities for growth and advancement. That’s how you unleash the full potential of your employees.

Give them the tools and resources to bloom into the best versions of themselves.

They’ll level up their abilities with workshops, training sessions, and skill-building activities and become unstoppable forces within your contact centre.

3. Provide exciting initiatives

Engaged employees are the lifeblood of a thriving contact centre. So, create a vibrant and engaging atmosphere.

A vibrant environment does the magic. Your employees feel connected, valued, and excited to come to work.

Ignite that spark of enthusiasm. Let it spread like wildfire throughout the team.

Use initiatives like team-building activities, recognition programs, and regular feedback sessions.

Your employees will feel valued and motivated to give their all.

4. Encourage work-life balance

So, here’s the secret sauce: flexible work arrangements.

Allow employees to handle personal matters when the need arises. Help them stabilise their work and personal lives with ease.

Here’s the sweet part: they stick around when they’re happy and balanced.

A supportive and understanding environment boosts employee satisfaction. Your team will feel appreciated because they can maintain that crucial balance.

Happy employees will rarely leave you hanging.

5. Foster a strong culture of unity

A strong company culture is like a magnet. It attracts and retains employees who align with your vision.

This is a secret sauce for reducing employee turnover. Unity binds your contact centre teams together.

The shared values, beliefs, and norms create a sense of belonging.

So, encourage a positive and inclusive culture. You’ll motivate your employees to be at their best.

6. Lead with support

Supportive leaders are the backbone of a thriving contact centre. It gives employees a safety net as they navigate their roles and challenges.

With supportive leaders, employees feel empowered and confident. They’ll find that extra urge they need to perform better.

So, as a leader, you must provide guidance, mentorship, and support.

That’s how you gain your employees’ trust. They’ll freely turn to you for advice and assistance.

TelebuHub can help you reduce employee turnover in your contact centre

Learn from HSBC and Neutrogena’s playbook and reduce your employee turnover.

You can lower employee turnover and keep your most valuable employees.

Want an all-in-one contact centre software? One with a flexible pay-as-you-go model with significant benefits?

TelebuHub is secure, simple to use, and reliable. All your teams can collaborate on customer communications – SMS, social media, chat, video and phone calls – from a single window.

Why settle for these amazing tips when you can bring them to life with TelebuHub? Sign up today or request a demo, and watch your turnover rates shrink.