Good management practices may be shared. Benchmarking targets, first-call resolution, customer complaints, the Web, performance results some of these issues also may creep into the conversation, depending on how well the group members know each other. But in a formal call center group meeting or in a subsequent social get-together, without fail, the topic of employee turnover will be raised, and usually in negative tones. Agent Turnover Doesn t Have to Be Negative Turnover, traditionally, has been viewed as a negative measure. The higher the turnover rate, the more the call center management is perceived to be ineffective.
High turnover causes higher recruiting, hiring, and training expenses.
It doesn t have to be that way. Turnover can be viewed positively. But in our call center, turnover is encouraged. In fact, it s celebrated the higher, the better. It s part of our company culture.