Why call center careers matter: The importance of employee retention

The benefits of a stable, engaged workforce in the call center industry.

In an industry where attrition rates are high, happy and motivated employees are essential. When call center employees’ needs are met, they are more productive, provide better customer service, and are less likely to leave for other opportunities. 

According to the Lumina Foundation’s case study on Cigna, the company’s investment in employee education and development resulted in a 129% return on investment (ROI) over a four-year period, demonstrating the benefits of an engaged workforce. Additionally, a stable workforce leads to reduced recruitment and training costs, improved knowledge transfer, and consistency of service.

Jody is an excellent example of an employee who benefitted from her organization’s investment in professional development. She used her employer’s tuition assistance program to enroll in Pathstream’s Asana Project Management Certificate Program. Upon completion, she earned a promotion.

She said: “Employers who invest in a learning mindset to maximize their employees’ potential tend to have happier employees. Happier people produce better results, are more innovative, and show up daily to help a company meet its goals. An employer’s investment in employee education is an investment in their employees’ futures and the business.”

 

 

Furthermore, when call center employees see opportunities for career growth and advancement within an organization, they are likelier to stay engaged and committed to their work. This creates a stable and productive workforce where employees feel valued and invested in the organization’s success.

 

What are the common challenges of retaining call center employees, and why do they matter?

Call centers frequently experience high employee turnover rates but often don’t invest enough in employee retention strategies, such as professional development. Retention strategies often go underutilized due to a variety of reasons. These can include financial constraints or an unawareness of the benefits of employee retention strategies.

Additionally, the call center industry prioritizes short-term cost savings over long-term investments in employee development. This is partly because call center jobs are seen as low-skill and low-paying. Some of the common challenges that organizations face in retaining call center employees include the following:

Burnout: Call center employees often face high levels of stress and pressure to meet performance targets. This can lead to burnout and a lack of motivation to continue in the job.

 

 

Lack of recognition: Employees who feel undervalued or unrecognized for their contributions are more likely to leave for other opportunities. This can be particularly challenging in call centers, where employees may feel like they are not making a meaningful impact on the business.

Limited opportunities for career growth: Without clear paths for advancement, employees may feel like they have reached a ceiling in their current role. This can lead to frustration and a desire to look for opportunities elsewhere.

As one call center employee put it: “When I got hired, I was told there were opportunities for growth if I performed well. However, after working at the company for four years without a promotion, I felt I needed to do something else. It seemed like the company just needed a quick replacement when someone left, and there wasn’t any real opportunity for me to move up. I didn’t see anyone else moving up either, which was frustrating.”

Inadequate compensation and benefits: While call center jobs are not always high-paying, employees still expect fair compensation and benefits. Without these, employees may feel undervalued and unmotivated to stay in the job.

These challenges are significant and can have a negative impact on employee retention and overall business success. However, organizations can improve retention by addressing these challenges head-on and creating a positive work environment that supports employee development and growth.

 

Strategies for creating career paths for call center employees 

Creating career paths for call center employees is critical to retaining top talent and improving the overall employee experience in the call center industry. Here are some strategies that organizations can use to create career paths for their call center employees:

Identifying career goals and interests: 

To create an individualized career development plan for call center employees, it is important to identify their career goals and interests. Knowing this information allows us to create a plan that is tailored to their needs and interests. This can be done through regular performance reviews, employee surveys, career coach check-ins, or one-on-one meetings with managers.

 

 

Providing training and development opportunities: 

Once career goals and interests have been identified, organizations can provide training and development opportunities that align with those goals in the Call center careers industry. This includes job shadowing, cross-training, online courses, conferences, and workshops.

Offering mentoring and career coaching: 

Mentoring and coaching can be one of the most effective ways to support employee development and help employees progress in their call center careers. This can involve pairing call center employees with more experienced colleagues or managers who can provide guidance and support as they navigate their career paths. It could also include partnering with a career coaching expert to offer coaching services to employees.

At Pathstream, we’ve seen the positive impact of career coaching on employee morale and engagement. In fact, 80% of students who opt into our career coaching program achieve their career goals within six months.

Creating a culture of continuous learning and improvement: 

Finally, creating a culture that supports continuous learning and improvement in call centers is essential. This can be done by encouraging call center employees to share their knowledge and expertise with others, providing regular feedback and recognition for accomplishments, and offering opportunities for career growth and advancement within the organization.

By implementing these strategies, organizations can create clear and transparent career paths for employees that promotes engagement, job satisfaction, and retention. By investing in their employees’ call center careers, organizations also reap the benefits of building a workforce better equipped to meet the challenges of the call center industry.

 

Conclusion

Investing in employee development and creating clear paths for career growth in the call center industry is critical for lowering attrition rates, improving employee engagement, and building resilient workforces. Implementing our strategies will help your people to advance their call center careers. This will improve job satisfaction and help your organization to identify and retain talented individuals. 

At Pathstream, we’re committed to helping businesses in the call center industry overcome the common challenges of retaining top talent. Our career mobility platform empowers frontline employees to take control of their careers with skill-driven career pathing, personalized coaching, and digital upskilling. We’ve helped Fortune 500 companies like Amazon, Walmart, and Chipotle reduce turnover costs by up to $30k per employee.

Partnering with Pathstream can help your business curate a customized education catalog, boost job applications, monitor employee engagement, and measure the ROI of your education benefits. Join the ranks of top companies and develop your most ambitious and committed talent with Pathstream.