High Attrition Rate at Call Center Industry: an Hr Manager's View

After compiling all the information, from researching the topic of high turnover rates in a company to find what can be done to correct it in an effective manner. I have found that many areas of a company are affected and to what level of

Different studies demonstrate a conflicting relationship between worker turnover and productivity, at the same time, there is general sentiment that high turnover rates can have an extraordinary impact on company’s performance (Bluedorn, 1982) because turnover can bring about interruption and disturbance is adversely identified with productivity. Hence turnover can influence an organization's funds, proficiency, profitability and assets. Koh and Goh (1995) point out that while the turnover of employees can have positive results, such as improving poor performers, encouraging new ideas and help employee get more chance to develop their career, the expenses connected with employee turnover can be considerable. These incorporate the expense of training and recruitment, and poor organization spirit and image. Working attitude elements, for example, participant and satisfaction do not seem to influence turnover goal

“Employee turnover is a critical cost driver for American business. The cost of recruiting and filling vacancies, lost productivity from vacant jobs, and the costs of

Managers ' and Supervisors ' behavior and treatment of their people determine turnover and retention. They interact daily with individuals who have distinct needs, wants and expectations. more...

When discussing employee turnover and retention the immediate reaction is to view turnover as a negative and retention as a positive. Psychologists have been researching and documenting their findings on the subject for over 50 years, mostly focusing on why people leave organizations (Staw, 1980, p. 253). One cannot deny there are organizational costs due to an employee’s departure; however, it would be naïve not to recognize there are benefits as well. Organizations must weigh the costs of turnover, recognize the benefits, and strive to find a balance.

Turnover causes extensive problems to employees and employers. The individual must deal with unemployment if no new jobs are lined up. Improving economies have organizations wanting to keep hiring costs down. One way to achieve this is through retainal (Mckeown ,2010). It is estimated that it the replacement costs are $10,000 for half of all jobs. Most literature from practitioners view this problem for an economic standpoint. (Mitchell et al., 2001) Davis (2013) also agrees that employee turnover is a problem that negatively impacts the U.S economy.

Clearly, there is a need for managers to become more involved in retention, and fortunately there is hope for companies that are struggling with high rates of turnover related to management problems. A variety of organizations offer training that is designed to help managers perform better, in the form of seminars, multimedia training presentations, and in-house training programs, to name a few. Some companies also offer training that can be done exclusively online, mitigating such costs as travel, lodging, lost productivity, and other expenses that are inherent in sending employees away to a training seminar. Management training can also be tailored to meet the specific needs of a business to maximize its benefits. Federal Express, the global shipping company, found that training oriented toward empowering their front line managers to meet the needs of subordinates themselves without turning to the HR department, best meshed with the business model of their operations in Asia. (Cafolla, Every manager is an HR manager,

Employee retention has always been an important focus for human resource managers. Once a company has invested time and money to recruit and train a good employee, it is in their own best interest to retain that employee, to further develop and motivate him so that he continues to provide value to the organization. But, employers must also recognize and tend to what is in the best interest of their employees, if they intend to keep them. When a company overlooks the needs of its employees and focuses only on the needs of the organization, turnover often results. Excessive turnover in an organization is a prime indicator that something is not right in the employee environment. We will look at

One of the biggest problems at my current company is that we have a high number of employee turnovers. Some may ask what employee turnover is? How would you define it? Employee turnover is the ratio of the number of workers that had to be replaced in a given time period to the average number of workers. In human resources, turnover or staff turnover is the rate at which an employer loses and gains employees. By using methods that have proven successful for several different companies like improved screening and interview processes and recording the cost from before and after implementation of a plan we can accurately gauge conditions and adapt the plan as necessary to dramatically reduce the effects and causes of employee turnover.

2. Define Yourself Before You Hire , The Hiring Process Should Reflect Your Culture – an often overlooked element of a business can be its cultural environment. Having a healthy and happy workplace is also a large contributor to talent retention. Prioritizing your employees’ needs (not just extracting value from them) signals you care, which in turn will help increase engagement and retention. According to recent research, the leading career need is related to development and growth. Consider the fact that 58 percent of millennials cite career growth and professional development as their primary career goal. Further, a lack of growth is the leading reason employees leave their current

In order to attract the right talent, a company or firm needs to be able to compete successfully with other firms seeking the same talent pool. In order to be able to compete with other firms, companies need to view employees as their greatest assets and be willing to invest in the employees. Simply, companies need to be able to put their employees first in order to be able to compete successfully on employee talent. According

In a call center setting, most associates interact first hand with customers through phone call or even chat servicing. Many businesses depend on call centers to address numerous

As a new employee and a business student, I was interested to find out what causes this high turnover. Therefore, I talked to some staff at a different level and concluded that the problem is due to different wages structures, the feelings of not being appreciated, and lack of communication. These are numerous reasons why employees in my workplace including me became discouraged and resigned regularly.

Building awareness of the importance of employee retention is also essential. The costs associated with employee turnover can include lost customers and business as well as damaged morale. In addition, there are costs incurred in screening, verifying credentials and references, interviewing, hiring and training a new employees. Retention strategies strengthen the ability of a business to attract and retain their workforce. Once the right people have been selected, retention practices can provide the tools necessary to support staff (LMF for Yukon, n.d).

Employee turnover creates a significant economic impact when critical employees, especially given the knowledge that is lost with the employee’s departure (Ramlall, 2004). It can further be concluded that employees who remain with the company for longer periods of time contributes to the overall goal of the company and becomes an integral part of the team.