Turnover Isn't Necessary

摘要

For more than twenty years we have been hearing the same sad story about contact center workers: they are underpaid and underappreciated. They leave at an unbelievably high rate, no matter what managers and supervisors do to prevent turnover. The industry has shrugged its collective shoulders and decided that appallingly high turnover rates of 30 percent, 50 percent, even 100 percent and more are structurally built in to how you run your center. You may not like it, but it's seen as something that's fundamental and that you have to live with. Rarely do senior contact center managers look at the resource burden tied up in structural turnover and ask themselves why it's ok that 30 percent of the money devoted to training, recruiting, on-boarding and coaching is stuffed into the shredder every year.