How to Reduce Turnover in a Call Center

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In Brief...

Call centers typically have high turnover rates. There are several reasons for this, including low wages, uncommitted workers, and the company's expectation that workers will not stay. Following are some tips to reduce turnover.

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  1. Hire people who fit the culture of a call center; people who have the proper skills to work in sales and support.
  2. Hire friends and family members of current workers. Ask for referrals from current employees.
  3. Set up the call center to anticipate the caller's needs. Send the callers to the right people to answer their questions.
  4. Give the right employees the power to make certain decisions. This will reduce frustration in both the callers and employees.
  5. Give employees opportunities to do different tasks. A variety of tasks will reduce boredom.

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Author: Janie Sullivan

Janie Sullivan, MBA, MAEd, has been teaching adult learners for over 20 years. She has taught online over 15 years, specializing in writing, communications, and small business applications. Janie directs the Center for Writing Excellence where she offers writing, editing, and formatting services for writers. She has been published in several newspapers and magazines as well as multiple online sites. She teaches communication, business strategy, leadership, and management courses. Janie has published a book "Develop and Deliver an Online Class." This is the third book she has written about writing and teaching online. She also has published a novel and an anthology of short stories.