25.06.09
Employer-led attempts to
reduce staff attrition must begin in the recruitment process, it has been suggested.
Steve Woosey, membership director at the Professional Planning Forum, claimed firms can encourage
employee retention further along the line by being honest and open about the nature of the job an individual has applied for.
He suggested that employees are more likely to stick with an organisation if the job they have applied for has been fairly represented at this stage.
"During the recruitment process, bring other agents in to give a 'real-life' opinion of the job and environment," he suggested.
In addition, Mr Woosey said call centre bosses should always have a clear idea of what represents a good candidiate, based upon a positive profile taken from assessing staff.
He noted that this should help interviewers not only measure the attributes of individual applicants, but also gauge whether they will fit well into the organisation and offer loyal service.
The Professional Planning Forum reported this week that
staff attrition rates have fallen to 23 per cent in the contact centre industry this year.
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