With the economy coming out of recession, attrition rates will start to rise again.
In this double feature Steven Cooper and Helena Clayton look at practical steps we can take to reduce attrition. (more…)
Stress can manifest itself in a range of symptoms and ultimately make you or your staff very ill. Symptoms to watch out for include headaches, irritability and forgetfulness.
In this article Carolyn Blunt looks at a range of techniques to improve stress levels for you and your team. (more…)
This week we look at two call centres who have got a handle on staff retention. Both Granby Marketing and SHL Group have managed to reduce their staff churn to less than one person per year. We asked these two call centres what their secrets are… (more…)
Employee engagement is not only affected by how the company as a whole treats and values its staff but by all the interactions an employee has in the work place. Hayley Oats explores the subject for us. (more…)
Attrition is often seen as a health check for any business. If a high number of people are leaving then something is wrong. The question is what, and what can be done to improve it. Here Steve Woosey of the Professional Planning Forum shares his thoughts with us. (more…)
If you want to cut your agent churn rate, you need to think about improving your processes and being a bit more savvy when it comes to technology. Paul Scott reports. (more…)
Are you talking to your staff on a regular basis to find out what they want and need from their jobs?
If you’re only speaking to them once a year, you could be losing out on valuable information and losing your staff to boot, says Gary Schwartz. (more…)
We all know the call centre industry has a problem when it comes to retaining staff. But what should the sector be doing to keep churn to a minimum and stop those phones going unmanned? Call Centre Helper talks to seven experts from the industry to hear their gems of advice. (more…)
Recruitment can be such a lottery if it isn’t done correctly. But, as Francesca Randle points out, the process doesn’t need to be so arbitrary. (more…)
