Hanging up on turnover

They’re on the front lines. For many customers they are the primary point of contact with your company, if not the only contact. Should you care how much call-centre employees like their jobs?

Call centre turnover is higher than in most parts of the organization. Twenty-five

to 30 per cent annually is not uncommon. “When you’re churning that much, you’re always having to bring in new people. The cost to train them is very expensive,” notes Paul McDevitt, senior vice-president of service and support at Avaya Canada, which sells call-centre technology.

That’s not all. Customer loyalty is a priority today, notes Desiree Bombenon, executive vice-president of PDL Mobility and Call Centres

in Calgary and president of the Canadian Call Management Association. But “before you can have customer loyalty, you have to have employee loyalty.”