Managing Attrition in a Contact Center

1. Introduction In an ideal world, an employee would love his job a farseeing with his stomp and co-workers. He would under promise and over deliver and let a fantastic pay package. When it comes to schedules, management would be much than flexible and climbing the c atomic number 18er ladder would be a piece of cake. Family and friends would be a priority. He would thus neer leave his job. However, in the real world, pay checks alone atomic number 18 not enough to retain employees. Aspects like a practiced career, perks, benefits and communication have to be considered. The friction battle wad be won by focusing on retention, fashioning work a fun place, having education assistance programs and on-going attainment for the workforce and treating your team like it would treat its customers. Figure 1.1: Causes of juicy contriteness In a nutshell, the best ways to curb attrition are: * Growth opportunities. * Learning opportunities. * Build a long lasting relationship with the agent. * Make the employee feel recognized. Figure 1.2: Reasons for contriteness in Contact Centers Defining Attrition: A reducing in the number of employees through retirement, resignation or last. Another hurdle that contact centers are currently experiencing is that the requisite for mental faculty is much higher than supply of capable staff available in the market.

Figure 1.3: Attrition rates in various countries * 2. Role of Project Management in managing attrition Attrition in contact centers are negatively impacting clients in a number of ways: Inconsistent delivery of expected emolument levels Loss of client-specific knowledge and experience Greater resistance to off bound in the broader client organization Potentially greater investment in training the service provider staff This is validated by the pastime typical customer comments: How can we think of growing further, when we are struggling with the delivery of the existing scope at offshore? What rationale do we use... If you want to get a across-the-board essay, order it on our website: Orderessay

If you want to get a full essay, wisit our page: write my essay .