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Staff retention in the Contact Centre industry

Amarach research, 2011, shows in its last report that 30% of Call Centre industry feels retention of staff is a challenge. Call Management doesn’t share this preoccupation.
Call Management’s manpower has been increasing year after year and the skill set of our staff is wide and varied leading to a vibrant and dynamic office environment. Call Management attrition rate is less than 8%.

Pat Keogh added: “Our work environment, in our opinion, is one of the best possible. Call Management has always focused on the welfare of our staff and we have an open plan office, ideas and problems are shared on a daily basis. My office is always open for anyone and I work side by side with all our agents. Furthermore, I will not ask any of our staff to do anything that I would not feel comfortable doing myself.

Above all we enjoy ourselves and every new staff member is recruited based on their attitude and secondly ability. They must fit into our work environment and buy into our ethos.”

Call Management has commissioned an outside trainer to visit our contact centre bi-monthly to deal with the psychological element of dealing with dissatisfied callers. She works with our team on a one to one basis. Their conversations are private and confidential unless our agents want anything brought to the attention of management.

As Pat Keogh explained in Call Management we treat our staff with respect. Rather than telling them to do something, we ask them and explain in detail why it needs to be done in a certain way. Therefore agents feel engaged and understand our ethos and as a result take pride in their work. We have always believed that our team is our most valuable asset and our clients are continuously telling us the same.
Call Management do realise that the challenge facing us ‘Is to maintain this culture as we grow’. Company strategy is created from the top and we would hope that our ethos of putting our staff first will always be an important element of our success.

This entry was posted on Thursday, November 10th, 2011 at 7:06 pm and is filed under News. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.

4 Responses to “Staff retention in the Contact Centre industry”

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Pat Keogh December 21st, 2011 at 11:20 am

Much of our staffing is based on business needs; for example if a large contract is signed then this in turn means that there is a need to hire additional staff, depending on demand.

In January of 2010, 17 agents were in employment by Call Management, whereas in September the staff base had grown to 39 agents. This was due to a number of factors. The main reasons however were that of a combination of client satisfaction on previous projects coupled with clients demand and the growing success of the company. In December of 2011, we have recruit 6 new agents to fulfil different positions.

Staff attrition is very much part of this type of business as some members come and go at various times for different reasons. Nevertheless it is very apparent that Call Management has a number of very highly quality staff who are very highly motivated and undoubtedly very satisfied in their chosen careers. This is apparent as many of these agents have been employed long term with Call Management.

The success of the company is unprecedented as many other companies are ceasing to operate due to the current downturn. In Call Management however there is evidence of steady growth which is a clear indicator of the care and attention to detail of the staff and management team.

My Homepage March 26th, 2012 at 7:52 pm

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