Oftentimes the only cues available are from its front-line employees. To the customer, people are inseparable from the services they provide. It is no wonder, then, that companies with superior people management, invest heavily in training and retraining. One of the biggest issues facing call centers today is high turnover. These statistics have brought a new focus on better recruitment and screening of job applicants to insure there is the right attitude and aptitude for the job, and to minimize this expensive turnover.
Many companies have exit interviews upon employee termination.
If this is so for your company, use this as an opportunity to determine why they are leaving. Look for any patterns in the responses. Today's hiring problems are many. First, the job searcher is passive. The current response systems whereby they send or fax a resume, or come and visit requires the respondent to work.