Staff Retention in 2015
Between 2002 and 2008 I was employed by British Telecom as the Central Regional Sales Director. This afforded me the ability to influence, coach, mentor and deliver results through a staff of over 300; across 2 call centres and Field based consultants. I wrote this article a few years ago but never published it, but I feel it is relevant now as the increase in the economy generally increases attrition rates. Just to set the scene, my call centres had an attrition rate of almost 37% when I took responsibility in 2006, but following the following principles below, I was able to reduce my annual attrition to below 15% with less than 4% annual absence records. This may sound high to some but for a Call centre environment this is fantastic! Recruitment – getting it right from the start It is essential when recruiting that the correct competencies and behaviours are defined in order to deliver your business’s requirements. Once the potential applicant’s...