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Reward programs help reduce turnover in call centers

Every call center deals with attendance and turnover problems. Due to the repetitive nature of the work and the low pay of customer service positions, the industry tends to struggle to attract hard-working individuals who are motivated to make their company better.

Every call center deals with attendance and turnover problems. Due to the repetitive nature of the work and the low pay of customer service positions, the industry tends to struggle to attract hard-working individuals who are motivated to make their company better.

A study by Cornell University found that the annual turnover rate for call centers averages 33 percent, with subcontractor call centers reaching as high as 51 percent. This can greatly reduce the quality of service customers receive as new employees require training to replace those who have left.

Fortunately, businesses can do some things to reduce turnover by boosting employee satisfaction within customer service centers. Call center initiative programs are a valuable tool when it comes to creating an enjoyable work environment. Rewards can be used to correct a number of issues that can reduce productivity. For example, the average call center experience 6 percent absenteeism a day, which can place a lot of stress on agents to handle more calls or work longer hours. Rewarding workers who have worked a certain number of days in a row could help lower absenteeism and reduce overtime costs.

Improving performance
Companies may also take the time to recognize individuals who have performed well recently. This can be used in training by giving clear examples of strong customer service, or as a way to reward those who show commitment. Workers who took additional shifts to fill in for absent workers can be recognized for their contribution to the company. These actions may inspire others to work harder to be on time, provide friendly service or reduce wait times.

Employee reward programs can be customized to deal with specific problems within call centers. Many companies struggle to reduce wait times, which is a big factor in customers' overall satisfaction. Establishing metrics to measure hold times and rewarding teams that are able to keep them below a specific goal, can bring renewed focus on the importance of handling calls quickly.

By using incentive programs companies can create a more engaging work environment. Employees will develop a connection to their job and coworkers, which increases satisfaction and reduces turnover. Recognition for performance should be made publicly to send clear messages about expectations and to energize the entire workforce. The right company culture will help attract talent and keep them with the company for longer, greatly reducing turnover.

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