As a call center manager, it can be a struggle to build a team when high attrition is an issue at your site. Here is an article by Marcia Zidle that you may find useful.
There are many reasons why good employees quit and go to another company, perhaps even your competitor. Most of the reasons start with management and most are preventable. Good people don’t leave good companies, they leave poor managers. Here are seven reasons. Are they prevalent in your organization?
- Management demands that one person do the jobs of two or more people, resulting in longer days and weekend work. This turns into a morale killer not only for the person but for the team.
- Management doesn’t allow the rank and file to make decisions about their work. Therefore, employees see their job as only a job rather than developing enthusiasm and pride of ownership.
- Management constantly reorganizes, shuffles people around and changes direction constantly. Therefore, employees don’t know what’s going on, what the priorities are and what they should be doing.
- Management doesn’t take the time to clarify their decisions. For example, it rejects work after it was completed, damaging the morale and esteem of those who prepared it.
- Management alienates staff by promoting someone who lacks training and /or the necessary experience to supervise. This leads to employees to feel management shows favoritism and so why do a good job?
- Management promotes departments to compete against each other while at the same time preaching teamwork and cooperation. Therefore, employees become cynical and only put effort in what they see management wants not what they say.
- Management throws a temper tantrum, points fingers and assigns blame when things go wrong. Therefore, employees don’t want to be at the other end of the barrage of negativity.
Marcia Zidle, the ‘people smarts’ coach, works with business leaders to quickly solve their people management headaches so they can concentrate on their #1 job - to grow and increase profits. She offers free help through Leadership Briefing, a weekly e-newsletter with practical tips on leadership style, employee motivation, recruitment and retention and relationship management.
Source: http://www.callcentercafe.com/2009/02/11/employee-turnover-seven-reasons-why-people-quit-their-jobs/
