11 Tips to Retain Your Top Talent in the Competitive Call Center Industry

Working in a call center isn’t a job for the faint of heart. It requires the right temperament of being able to stay cool under pressure, deal with a variety of (sometimes heated) interpersonal situations, and handle inquiries in an efficient and accurate manner. When you find an employee who excels in your call center, one of the best professional investments you can make is to prevent turnover whenever possible. Check out these 11 tips to retain your top talent in the competitive call center industry: 

1. Hire Strategically

 Structure your hiring process around retention by focusing on determining their future plans and motivators. This will help you manage top talent effectively for job satisfaction, and determine their commitment levels. 

2. Act on Feedback

 When receiving employee feedback, make it a priority to not just listen, but take action. If your top talent feels ignored, they may get frustrated and leave for a competitor. 

3. Communicate Openly

 Don't withhold information from your employees. Keep them in the loop, and ask them regularly about how things are going. This establishes a trustworthy relationship that makes them want to stay. 

4. Balance KPIs

 Measuring key performance indicators (KPIs) is crucial for call center success, but ensure that you're prioritizing specific ones. If you have unrealistic expectations for your team, they could burn out. 

5. Stay Positive

 Much is out of your control with customers, but you do have the power to set the overall workplace tone. Focus on maintaining a positive atmosphere to retain top talent. 

6. Onboard Effectively

 Retention efforts need to start on day one. Have a specific onboarding plan with helpful resources ready. And show your excitement as you welcome them so they feel special. 

7. Train Consistently

 Top talent is more likely to stay if they feel they have the tools to succeed. Invest time into training consistently on a variety of helpful call center topics. 

8. Offer Opportunity for Growth

 Prevent losing high performers because of the fear they are in a dead end job. Encourage their professional growth through job shadowing, management training, and promoting from within. 

9. Provide Freedom

 Empower your top talent to make judgment calls without escalating the situation to management, within reason. The more freedom you can give, the more you show your trust in their abilities. 

10. Encourage Work-Life Balance

 Ambitious employees pushing themselves to the limit can make for a productive call center...to a point. Once they become overworked, they may leave. Encourage them to take breaks and time off so they are refreshed. 

11. Show Appreciation

 A simple "thank you" goes a long way in making your employees feel like they are valued. They will be more committed to your call center when they know they're appreciated. Find top talent for your call center by working with the RPC Company for your employment needs. Since 2002, we have been providing boutique staffing services to employers in the Dallas/Fort Worth area. Contact RPC Company today to learn more about our staffing solutions.