Spend More on Retaining Staff and Less on Hiring and Training Their Replacements
By Peter Lyle DeHaan, Ph.D.
We’ve looked at five tips to better retain call center staff. Agent compensation is first on most people’s list. However, it might not be the most important item, merely the one most cited. Pay rate alone isn’t enough to keep most call center agents happy and employed. Other items factor into this equation. A related issue is benefits. Today’s workers expect more than decent pay. They expect benefits too. This includes part-timers. Yes, your part-timers deserve benefits. If you want to keep them, you better provide what they want.
Your agents work hard for you and your callers. They deserve a vacation. This gives them a break from the routine of work, provides something for them to look forward to, and helps them recharge. A paid vacation is the top benefit employees seek. Be sure to provide it to them, both full and part-timers.
(As with all benefits for part-time agents, make it proportional to the average amount of time they work. For example, if they work twenty-hours a week, their vacation pay should be based on a twenty-hour workweek.)
Paid Time Off
Next up is paid time off. This includes sick days and personal days. Ideally, we want healthy employees who don’t get sick and who schedule their appointments on their days off. But this isn’t always feasible. Failing to provide paid time off could result in an agent coming into work sick or not attending to some important personal issue, which could have negative consequences later.
Though not every employee thinks about retirement, some do. And for those who do, it’s of critical importance. They want to take control of what their retirement looks like, and that means planning for it now, regardless of how far away it is. Be sure to offer them the option to set money aside now for their retirement.
Next up is the ability to pursue ongoing education. As with retirement, this isn’t a benefit that most people seek or will use, but for those who want it, it could make the difference between them quitting or staying. Tailor your program so that it provides value to participants and to your organization too. Also include a reasonable precaution to avoid abuse, but be fair. An employee with the opportunity to learn more, will provide more value to your organization and be more loyal.
The last significant benefit is healthcare coverage. Healthcare coverage is a growing concern for people in the United States. The cost rises and the coverage shrinks. Yet being in the healthcare industry, we’re in the unique position to help our agents with decent healthcare coverage, or at least we should be.
When it comes to retaining call center staff, don’t skimp on benefits. Offer them paid vacation and time off, retirement and continuing education options, and healthcare coverage. This will increase their loyalty to your organization and decrease the likelihood of them leaving your call center for another company that does provide these benefits. Just as with compensation, the cost of providing benefits concerns most managers. The key is to offer what you can without jeopardizing your organization. But if you think you can’t afford to offer benefits, the reality is that you can’t afford not to.
Peter Lyle DeHaan, PhD, is the publisher and editor-in-chief of AnswerStat. He’s a passionate wordsmith whose goal is to change the world one word at a time.
Read more of his articles or his book, Healthcare Call Center Essentials.