Magellan Inbound Call Center

by Arthur Kevin Rabago

In the race to attract and retain the best talents in the market, many call centers have integrated talent acquisition and retention strategies in their business plans.

The cost for keeping top employees is far less expensive than training new ones.

When you lose your best performers, they will take with them their knowledge, skills, and experience to competitors who will benefit from your loss.

There are no hard and fast rules for attracting and retaining the best people. It is applicable to all contact centers. The best call centers obviously attract and retain a highly skilled human capital because they have the following in common:

1. Established career and growth path for employees based on performance;

2. Continuous improvement training programs and skills upgrade initiatives;

3. Clear and defined rewards/bonus system;

4. Mature, transparent, and dependable management;

5. Policies are clearly defined and documented;

6. Recognition of the employees’ value and contributions;

7. Work environment that is not too restrictive; and

8. Having compensation and bonus packages that are above industry standards.

Motivating employees is not limited to bestowing financial rewards. A simple pat on the back to recognize their contributions, kind words, and leadership by example can go a long way in winning an employee’s trust and confidence in a company.

If your people are assigned to order taking for customers or to an outsourced customer service – you must offer them the best.