Soft management skills—people skills—are the critical element in battling high turnover and creating a high-retention workforce. Today's labor force is different. Management must take responsibility for its own employee retention. They could be left without enough good BPO employees to sustain operations if they don't. One way is to know why employees leave, and address those reasons before they escalate.
The job was not as expected.
Most of the time, when a company hires you, you expect something. For example, in an outbound call center, you expect a high salary, better benefits, free flow of coffee in the office, a good working environment, etc. These are just simple expectations, but there are unrealistic expectations as well. The more clearly an employee understands their own expectations, the higher the probability of a match in expectations. In short, clear communication and realistic call center onboarding training can help new hires understand their roles better, reducing the risk of unmet expectations and early attrition.
Mismatch between job and person.
We all know that the Philippines is the top business outsourcing destination. Hence, a strong labor pool is very much needed. Many graduates and undergraduates aim for this job because of its high compensation. But because of the need to hire many people, there's a mismatch between the job and the person. The key missing ingredient in many companies is the management's lack of passion for getting the right people in the right jobs.
Too little coaching and feedback.
Performance coaching and feedback are essential for employees because they help them know the company's mission, vision, and their role in achieving its goals. These constitute much of what gives meaning to an employee's efforts. Continuous improvement should also include evaluating call center training metrics to determine whether agents receive enough support, skill development, and motivation. When leaders invest in structured training and consistent mentoring, retention and overall performance improve.
Build Stronger Teams with Select VoiceCom
Select VoiceCom believes that employee retention starts with the proper foundation: clear onboarding, continuous feedback, and practical call center training. Our programs are designed to strengthen engagement, enhance communication skills, and ensure every team member thrives in their role.
Partner with Select VoiceCom to create high-performing teams that can grow with your business. Get started today with a free consultation.