Strategies for Call Center Employee Retention

AbstractOrganizations with leaders that fail to implement strategies to retain knowledgeable employees risk maintaining a competitive advantage in the industry. The turnover rates in call centers are relatively high because of the stressors of offering different services and addressing dissatisfied, irate customers in a fast-paced environment while providing quality customer service. Organizations with leaders who fail to retain knowledgeable employees risk maintaining a competitive advantage in the industry. Grounded in transformational leadership theory, the purpose of this qualitative single case study was to explore strategies call center leaders implemented to reduce voluntary employee turnover. The participants consisted of three call center leaders who effectively used strategies to retain employees in a call center. Data were collected using telephone interviews and a review of the employee handbook. Thematic coding was the selected method to analyze the data. Four main themes emerged after collecting and analyzing the data: (a) training, (b) fixed work schedules, (c) communication, and (d) advancement opportunities. The overall recommendations are that leaders efficiently train employees, ensure employees\u27 schedules allow a work/life balance, communicate organizational goals clearly, and provide advancement opportunities. The implications for positive social change include reducing voluntary turnover and the unemployment rate, thereby stimulating the local economy as gainful employees can contribute earnings throughout the community, reducing poverty and the psychological stress that creates a breakdown in families and society