Call centers often have trouble retaining employees, contributing to high recruiting costs and loss of experienced talent.
Call centers often have trouble retaining employees, contributing to high recruiting costs and loss of experienced talent. According to Business Insider, turnover rates in the U.S. are up to 40 percent per year. Managers need solutions to retain and energize their staff – and call center incentive programs might be able to help.
In addition to motivating workers with rewards, incentive program technology empowers supervisors with data. This, in turn, can be used to track progress and identify strengths and weaknesses in strategies. The news source explained how Bank of America confronted its turnover problem with a data-driven, employee-centric approach. In the end, the bank estimated that it saved as much as $15 million.
The bank's approach used performance metrics from across its call centers to identify variables that influenced performance. It found that collaboration and employee relationships were significant. That's why programs that also foster peer recognition can help to bolster productivity and retention.
Therefore, managers who implement call center incentives attack the problem of disengaged, flighty workers from two angles. First, they motivate and inspire employees to reach for higher quotas and better service by rewarding excellence. Then, they empower supervisors with the data tools they need to foster optimal workplace conditions.