Filipinos are known to work not only to benefit themselves but to support and ensure a bright future for their families. That is why many prefer to apply for high-paying call center jobs in the Philippines instead of pursuing positions related to their college degrees. Apart from the attractive monetary compensation, more and more Filipinos are joining the call center industry because it offers flexibility with time and relaxed educational requirements. The sector is also admired for adopting hiring practices free from gender and age bias.
Without a doubt, the business process outsourcing (BPO) sector is thriving. However, just like other industries, it is not perfect. If you are a hiring manager at a BPO firm, you’ll know full well that while many apply to become call center agents, retaining talents is a huge challenge. A recent study published on Philippine E-Journals shared that the attrition rate in the BPO industry stands at more than 50 percent, which is very high. Many of your newly hired agents will most likely resign before they even reach their first year.
If you want to improve staff retention, you must learn why your call center agents are leaving so that you can create solutions that specifically target these issues. To help you get started, we’ll discuss some of the most common reasons and offer suggestions on what you can do to address each one.
Burnout
Perhaps the main reason why many of your call center agents quit despite all the monetary perks of the job is burnout, which is the reaction to prolonged job stress. Listening to customer complaints and stories all day long is not easy. Agents have to remain calm and friendly even if the person on the other line is throwing insults and making derogatory remarks. Being monitored for every call also adds to the burden and stress. As such, many agents feel exhausted. They start hating their work and lose motivation to continue.
What You Can Do:
Make stress reduction and employee wellness an integral component of your organization’s culture. Provide healthy snacks in the breakroom, teach breathing and mindfulness techniques to help them relax when they feel stressed during their shift, and offer work-from-home arrangements so that your agents will feel empowered and more in control of their jobs. You should also ensure that your call center representatives are not overextending themselves by creating a break schedule and encouraging them to utilize their vacation leaves.
Lack of Career Development
The lack of opportunity for career growth is another common reason many call center agents decide to leave. By nature, people desire excellence, improvement, and advancement. The thought of doing the same job every day with no end in sight is hardly motivating, especially for talented and highly skilled agents.
What You Can Do:
Keep your call agents excited for the future by choosing to promote internal employees instead of hiring outside people whenever possible. You can also offer scholarships for certain courses and training programs or cash incentives if they earn certifications. Ultimately, the key is to create company policies and programs that express genuine interest in your agents’ career growth and success.
Poor Work Environment
Call center agents spend most of their waking hours in their cubicles doing their jobs and interacting with co-workers and supervisors. They practically live in the office, which is why many of them will probably resign if their workplace is toxic and in poor condition. All employees need to work in an environment that makes them feel valued and cared for to remain motivated and passionate about their job. Even your most dedicated and loyal call center staff will probably leave at some point if they work in a place that feels degrading and uncomfortable.
What You Can Do:
Boost your retention rate by creating a sound and healthy working environment. Apart from designating a team that will keep the office clean, sanitized, and organized, you should also invest in the latest technologies and ergonomic furniture to reduce stress and make them more comfortable. Ask your call center agents what tools would make their workload more bearable and find ways to provide them. You can also introduce activities that boost employee morale and teamwork, such as out-of-town trips, team-building seminars, and company luncheons.
Lack of Recognition and Appreciation
Your call center agents endure a lot to get their job done, from dealing with angry and stubborn clients to working at night when most people are asleep. That said, they desire acknowledgment for their many sacrifices and hard work, even if they do not express them directly. If they feel that the company is not recognizing their efforts, they will most likely seek appreciation elsewhere.
What You Can Do:
Before it is too late, make sure to reward agents who are doing excellent work by creating an employee recognition program. This initiative may include hosting a lavish dinner to honor the achievements and contributions of top performers. You can also give them plaques of appreciation and incentives like additional paid leave, gift cards, or cash gifts to make them feel special and valued.
Retaining talents has always been a significant challenge for call center companies. Every time a call center agent resigns, your company loses more than just the employee. You are also losing time and money in recruiting and training expenses. Essentially, every member of your team is an asset. That is why it is critical for leaders like you to protect your “assets” by taking the time to know their problems and developing the right strategies to counter these issues.
