Many businesses are facing the challenge of recruiting and training a team of professional call centers, facing the challenge that their employees will leave in a short time, 3 months, 6 months, or even right after training. Because this is a job that requires continuous time and is very stressful when talking to too many customers every day. Call center agents often have the mentality that their work is not effective and lacks achievements, leading to dissatisfaction with personal development opportunities and eventually wanting to leave the business. So how to prevent agents from quitting their jobs too soon, inspire your team of agents, the following article will help businesses minimize human resource risks:
Listen and share:
Successful BPO companies have a secret: they organize monthly sharing sessions, where managers encourage their employees to share stories, things they are proud of and want to do since becoming a call center agent. This not only motivates each employee to proactively recognize their own development and constantly remind themselves of the goals they set for themselves at work. Managers can not only track the progress of their employees, but employees sharing their skills will help each other complete their work well.
Each agent will be responsible for a project, ask them to update their work progress regularly to ensure progress is made. Always emphasize that the agent's work is tied to the development of the company! Hold regular meetings with your customer care team to understand and share difficult situations with your employees. This ensures that the agent team is also heard and reduces pressure.
The results are returned:
At the same time, praise and reward employees who work effectively regularly and use them as an example for resolving cases with customers. Give your employees the opportunity to talk to managers privately, share their views frankly and help them achieve their goals. This helps you manage risks from the human resources side before it is too late. Review the notes in the employee interview about why they work here, it is also a way for you to encourage morale and remind employees of their aspirations in the job. Helping your customer care team feel that they are working effectively, creating more value for the business not only boosts morale but also encourages employees to want to contribute more and advance in their work.
