Employee Retention: Business Tips from BPO Companies
Call centers are often reported to have the highest attrition rates among BPO companies. Many view this in a negative light because high attrition rates are often linked to poor employee satisfaction—citing it as the main reason that make good hires leave.
But, not all turnovers are the result of employee dissatisfaction. Turnovers can also mean that employees are moving up within the organization instead of leaving for greener pastures. These newly promoted employees are expected to add more value to the organization with their experience and skills, and the positions they’ve vacated will have to be replaced either by junior members of the team or fresh hires.
In most instances, BPO workers have more opportunities for career growth in this fast-moving industry because when clients ramp up, more manpower is required, and additional new hires will be needed to fill the demand. This is why BPO companies must make a concerted effort to retain employees and invest in a robust incentive program to remain competitive in the industry.
Additionally, the Philippines is a BPO hub because of its wide talent pool of young, qualified professionals. Coupled with the relatively low cost of doing business, the country has proven to be a magnet for foreign businesses.
Employee Retention Tips from Top Job Creators in the Philippines
To maintain their competitive advantage, BPO companies must continue to create efficient retention strategies so as to keep their best and brightest performers. After all, these workers are the lifeblood of the call center business.
Here’s how you can encourage employee retention and promote job satisfaction among your current hires.
1. Above Par Salaries and Benefits
Most call centers in the Philippines offer competitive wages and equally lucrative medical benefits—giving employees a good reason to stay longer with the company.
Other perks such as attractive rest areas, play rooms for relaxing, and monthly team outings sweeten the deal even further. All these contribute to prompting the best employees to remain loyal and grow within the company for the years to come.
2. Supportive Work Environment
It’s no secret that call centers are high-pressure environments that require workers always to be on their toes and be constantly updated on the latest trends in their accounts.
While enforcing and adhering to benchmarks require team leaders to implement disciplinary measures to stay on track, they shouldn’t do so at the expense of alienating employees.
A firm hand must be coupled with positive reinforcement when needed, and this is a balancing act that the best supervisors must promote and encourage the team.
3. Flexible Scheduling Options
Front liners who are tasked to man the phones and directly interact with clients are often subjected to a stressful environment, and they require plenty of support from both peers and supervisors.
One way to incentivize top performs is by giving them reasonable work schedules that enable them to have a good work-life balance.
Many call center employees consist of single mothers or busy students, and these types of workers require some flexibility in their schedules. Single mothers will appreciate having telecommuting options that will allow them to complete their deliverables at home while students might need more flexible schedules to balance schoolwork.
As long as your employees meet and exceed expectations, you can consider giving them this perk.
4. Reward Exceptional
There are many incentives for employees you can implement without having to incur additional costs. Just see to it that good behavior is recognized through strategies such as verbal praise, incentives, or even cash rewards.
5. Provide Clear Expectations
Be upfront from the outset. Let employees know what is expected of them, what they need to do to perform well, and how they can meet and exceed your team goals.
Don’t leave workers hanging either; support them through regular training and feedback. Nobody wants to fail at the job, and leaders should see to it that their team members are fully equipped with the tools they need to succeed.
Putting a premium on employee retention strategies is important, and neglecting to do so puts an additional strain on company resources. Not to mention, the additional cost of acquiring and managing new hires.
Managers are often forced to put extra time and energy to replace and train new employees instead of focusing on their core functions.
To avoid the pitfalls of high attrition rates due to employee dissatisfaction, follow these tips to ensure that your current employees remain loyal, continue to add value to your business, and improve the bottom line.