Articles about attrition

Tackling staff turnover: what the experts recommend

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.

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How do I ensure a successful recruitment strategy?

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.

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High staff turnover and attrition rates? Are you to blame?

It can be tough when staff turn on their heel and walk away from your business. But, as James Adonis points out, the reason why could lie a little closer to home than you might think.

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How do I get the best information out of exit interviews?

When the time comes to shake hands and say goodbye to employees, many companies do just that and nothing more. But according to Francesca Randle, departures are one of the best times to find out exactly what your staff think of your company.

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Answers: Exit interview strategies

Question: What kind of questions do you think we should be asking at exit interviews to find out why staff leave our call centre? Our attrition rate is just under 30%, and while I know other call centres have higher churn than that, I think it’s important to understand where we’re going wrong.
What I don’t [...]

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