One techniques that I have seen work well is Flexible shifts.

Allow your team to set their own shift pattern. Make sure that it includes one or two unpopular shifts (e.g. Friday evenings).

Employing the right people in the first place is probably a good start. Occupational Psychologists can establish the profile of longer standing employees and begin to recruit these types of people.

Keeping the job varied as much as is possible is also a good way to keep interest of staff. Everyone likes a new challenge every now and then. Particularly, developing staff through their role is a good way to ensure retention - if an employee sees themselves being developed, they will see it as a good thing and remain more committed to the organisation.

One key point I would also make is that the focus, to an extent, lies on the behaviour and culture of the organisation at a strategic level. Stress is a leading cause of absenteeism and turnover, and Call Centres are guilty of high levels of stress. A well defined stress and absenteeism policy which includes the input and buy-in of CSRs will go a long way.

Hello there,
I agree 110% with Qua3kers, the key is to have a multi-faceted approach towards retention of staff. (And may I say the right staff too Hear! Hear!)
Rewards and light-hearted forfeits work a treat. For rewards I have a star based system with the gold star award going to "agent of the week" I find this gives peer based recognition which suitably augments the financial incentives for targets etc.
Forfeits can be a tricky topic and keeping it lightehearted is KEY.
For that reason if someone is late once in the week its quiety acknowledged, late a second time and they have to stand up in front of the team at lunch and do the full macarena dance! Always provides a giggle!
What if they are late a 3rd time I hear you say? Well then its Whigfield Saturday night they have to get a groove on for!
Anyway I would be keen to hear your feedback on this and if there any other innovative techniques you can suggest, whether strategic or comical!

Improving the culture and enviroment of the call centre so you retain the talented people that you have invested in...

1. Hire the right people
2. Ensure their expectations abotu lengevity are set from the interview
3. Distract them
4. Develop them
5. Reward them

Call Centre's should be feeders through to the rest of the organisation when it comes to talent. Become that but set a lengevity expectation.

Does anyone have any good ideas on improving employee retention?