How to decrease turnover rates?

The level of staff turnover in call centers is a major management challenge.  

Appropriate planning and tracking always delivers better results. When setting a plan to reduce turnover it’s important to find out and analyze the main causes of turnover at your organization. While implementing the steps of the plan you should control their effectiveness and make readjustments accordingly.

To decrease turnover rates the following matters should be taken into consideration:

  • improving selection process is the first step to reduce turnover rates;
  • increasing the numbers of candidates contributes to the selection of candidates who are most likely to stay and be productive;
  • quality managers is the most important factor that will keep an employee in one company; 
  • good training keeps employees longer with the same company;
  • setting long term goals and letting the employees participate in the development keeps call center staff content;
  • morale and happiness can bring positive aspects in regards to the employees work attitude;
  • a relatively stress free environment can bring benefits to performance and morale;
  • providing employee recognition help reduce turnover rates.

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Latest News

Stan Billue releases his classic Sales Training Series in MP3 Format

June 09, 2009 by Stan Billue

Although recognized as one of the top Telemarketing Sales Trainers in the World, Stan Billue is the first to admit that he is rather slow on adapting to new technologies. Stan stated; “I was probably one of the last professional Speakers to add a Fax Machine, a Computer and then a Cell Phone. I also drug my feet at converting my Audio Series from Cassettes to CDs a few years ago.”


Contactual Partners with Pipkins to Provide Workforce Management to Contact Center Customers 

June 04, 2009

Joint Marketing Partnership Brings Together Best in Class Workforce Management and Hosted Contact Center Software. 

SAN CARLOS, CA, June 04, 2009 /24-7PressRelease/ -- Contactual (, the global leader in on-demand contact center software that empowers customer facing organizations to end customer frustration, and Pipkins, Inc. ( a leading supplier of workforce management software and services to the call center industry, today announced they have joined in a partnership to cross sell technology. This agreement will provide a direct connection for call center managers looking to combine a trusted workforce management system with hosted contact center software.