| Despite the effort by the country's call center | | | | workforce fresh and motivated. But this strategy |
| companies to alter the outsourcing industry, | | | | is not consistent with giving good jobs to Filipinos |
| turnover rate in the country's call center has | | | | and developing people for higher job |
| gotten so worst that it hits 60 to 80 percent, | | | | responsibilities. Broken promises and misleading |
| according to the Call Center Association Philippines | | | | advertising by the country's contact centers were |
| (CCAP). This has given the Philippines the world | | | | also blamed by call agents who quit or requested |
| highest turnover rate for call centers worldwide. | | | | to be fired to avoid such paying penalties for |
| This turnover percentage in Philippine call centers | | | | quitting too early, in which many center firms are |
| reflects the customer service representatives | | | | still denying this outcome. |
| (CSRs) that leave a call center in a specific period. | | | | It may take some time to really get to the |
| High CSR turnover is a common problem at most | | | | bottom of the Philippine call center industry’s |
| offshore call centers. This factor plays a pivotal | | | | abnormally high turnover rate.The most successful |
| role in reducing quality, increasing recruitment and | | | | call centers have figured out other ways of |
| training costs, and reducing the marketability of a | | | | making this situation better. Others tackle it simply |
| call center operation. Many call center managers | | | | by increasing their CSR salaries, but that would |
| take this problem as being part of the cycle and | | | | not deliver the required results in the long run. |
| try to live with it, without really doing much about | | | | There are no silver bullets to solve this problem, |
| it. Call center agents are resigning, job-hopping, | | | | but smart management strategies do pay off. |
| transferring or being fired by the hundreds as fast | | | | Appropriate planning and tracking always deliver |
| as they are being hired. And that image of | | | | better results as opposed to random agent firing. |
| successful call center executive making it in the | | | | Figure out the main cause of turnover at your |
| business world is lost to these call center agents | | | | organization, analyze those causes and come up |
| who are just glad to quit the industry. | | | | with a list of steps that you are to take address |
| It is an accepted average in the industry to have | | | | those causes. Then, implement those steps and |
| a 30 to 40 per cent turnover rate globally. Both | | | | monitor their effectiveness and make |
| Australia and India call centers have turnover | | | | readjustments accordingly. Key areas to focus on |
| rates of about 6 to 10 per cent only. Government | | | | are hiring the right people at the start, create a |
| officials are alarmed that an emerging industry | | | | fun and supportive environment, make certain |
| that has generated around 2 billion USD in annual | | | | that team members with similar productivity are |
| revenues is reeling from worsening turnover crisis. | | | | compensated equally within your organization, |
| Researcher and industry analyst with the Journal | | | | establish benefits programs, make sure to provide |
| of Service Industry Management said the high | | | | the training that they will require for future |
| turnover oftentimes is the result of a deliberate | | | | responsibilities by ensuring a career advancement |
| strategy of frequent employee replacement to | | | | for your agents, schedule sufficient time break |
| provide enthusiastic and highly motivated | | | | for each team member to avoid overwork, find |
| customer service at low cost to the call center. | | | | clients with intellectually challenging work, improve |
| What you can see here is an industry-wide policy | | | | your line managers, and empower your team |
| of firing and replacing employees to keep their | | | | members. |