Employee Retention: an important discriminant in contact centers

Employees are the most important aspect of a company. Your success depends on them and often the important discriminating factor is not only their skills, but also their morale. This is why there exist activities aimed at increasing employee satisfaction and, consequently, the efficiency of their work. In this regard, we refer to employee retention. 

Definition of Employee Retention

This term includes strategies and techniques used by companies to provide their employees with a pleasant environment and working conditions that make it difficult to leave the workplace. In a sector such as the contact center, the well-being of employees becomes fundamental, since it represents the company's voice to the outside world. 

But what are the aspects that characterize employee satisfaction? 

Beyond what is believed, a salary, although important, is not the most crucial reason that leads people to choose and keep a job. 

There are various factors which play a fundamental role, including the security of the employment contract, the possibility of making a career, the sense of belonging in terms of the brand and one’s emotional well-being. 

Call center and contact center operators find themselves listening to customer requests and interacting with them all day, often testing their patience to the limit. Having to deal with angry and annoyed customers can inject nervousness into corporate life, especially when employees are not recognized for their efforts and feel under constant scrutiny. 

Improving Employee Retention

Taking care of the corporate environment will make employees and indeed the service offered more efficient. But how can a company do this?

Firstly, team cohesion needs to be focused on, where the involvement of all professionals is promoted, making them feel part of a project. This is why it is essential to encourage regular meetings to update staff on objectives and facilitate constructive discussion. 

Another fundamental aspect is career opportunities. Recognition is essential in a business, as there is nothing worse than working hard on a project and not receiving an award of sorts, perhaps in the form of new responsibilities or training opportunities. 

Considering the pleasantness of the workplace is not a trivial matter. Employees spend entire days in the office, which is why it is of critical importance that they enjoy a satisfying and functional working environment.

The areas of intervention on the quality of work front are many and varied. What is certain is that the world of work and corporate hierarchies are transforming from vertical to horizontal, with leadership drawing nearer to employees. The constant training of the employee, who is placed at the center, together with a good dose of mutual trust, allows for the possibility of an independent employee. This facilitates the employee’s autonomous management of time and space, where work is based on objectives and not simply the hours worked.