Staff recruitment was the same for this business. It was challenging to find extra staff, impacting the rest of the organisation.
As we all know, retention rates are critical for any Contact Centre. High attrition can have detrimental consequences such as increased staff recruitment and training costs, lower average call handling quality & longer queue times, and increased pressure on the team to assist customers.
Our team is very considerate of retention rates, so where to start?
We start at the base: The Staff Recruitment Process. When our talent acquisition team looks for candidates, the focus is not to search for a unicorn but a new team member whose capabilities fit our campaigns and our cultural fit.
As we search for qualified candidates, we understand that not everyone may possess all the necessary capabilities. However, when we recognise the right attitude in a candidate during the interview process, we know that we can provide training for the role they applied for and help them to acquire the additional technical and soft skills needed.
The cultural fit is essential for us as it means that the potential new team member’s values, beliefs and behaviours align with our culture, ensuring they will more likely be happy working for the organisation and contribute positively to the broader team.
Now to a more serious topic of the staff recruitment process: Money.
Money is vital for employees and the business, especially with the increase in costs all around the world. Our employees contribute in so many ways to the growth of our contact centre, and one way to show our appreciation is by paying competitive rates. A major plus for potential candidates is the added benefits of remote and flexible working hours. It helps them to save time and money and increases their productivity. Moreover, the flexibility allows us to accommodate job opportunities for a wide variety of people who would otherwise not be able to work. We are thrilled to be able to access this incredible pool of talent.
We know about benefits for potential candidates, but how do high retention rates translate into business benefits during the recruitment process?
Staff happy to work for an organisation due to the culture and the work conditions, such as financial recognition and flexibility, are less likely to leave the organisation. Many employees provided us with feedback that they appreciate benefits such as fair employee compensation and positive work culture which is the reason they are not seeking employment somewhere else. These benefits, in turn, reduced our recruitment costs.
When recruiting a new employee, much time and financial resources go into the process. There is a talent search and advertising, candidate management and communication, document gathering and processing, pre-employment screening, control of the interview process and much more. With our approach, we can keep staff recruitment costs and additional costs of training and development to a minimum. For example, our recruitment advertising costs are low due to this high retention. In addition, our existing employees are our recruitment ambassadors, as they often share with others how much they enjoy working for us, creating good brand recognition for our name.
Recruiting is essential for maintaining a high retention rate in contact centres. It helps to create an environment that fosters work-life balance, inclusion, development and meaningful engagement. Still, we believe in recruiting in a way that gets the most out of our people.