ABSTRACT
Staff churn rates have long been the topic of debate for many contact centre organizations. This chapter provides excellent insights into how to achieve lower staff churn rates and increased loyalty. Staff turnover in the service sector is generally recognized to be increasing, leading to an increasing importance placed upon staff retention. There are a wide range of potential elements in a Staff Retention Management (SRM) strategy, and deciding which ones are appropriate will depend on the industry segment in which the employer is working, the maturity of their workforce, the prevailing culture within their company and the competitiveness of the local employment market. The elements described here are those that are most likely to have benefit regardless of the factors listed above. The key elements of a generic SRM strategy, therefore, are: Pay progression through achievement, Professional qualification, planning a career, Adopt a coaching approach, Encourage self-development, Communication and Management style.
