What Employers Can Do to Keep Workers Onboard and Attract New Talent
With stress-induced health challenges affecting customer-centric jobs at rates higher than those for other positions, employers are eager for strategies that help combat churn on their customer service teams. These same tactics are just as applicable to other roles, too.
Following are five of the innovative efforts companies are implementing to help curb turnover and enhance acquisition in customer service and other customer-focused jobs:
1. Offer flexibility. Job location isn’t the only flexible work arrangement that employers can offer to heighten their appeal to current and potential employees. If remote work is an option, consider it. If it isn’t, then explore flexibility in work schedules (full-time, part-time, compressed work weeks, shifts), job hours (custom hours, reduced hours, flexible start/stop times) or other options (leave time, job sharing, variable days, hybrid work).
2. Upgrade the work environment. In some cases, physically enhancing work spaces to emphasize comfort, lower stress, and offer onsite amenities may be called for. But don’t overlook the importance of establishing a culture that makes team members feel safe, valued, cared for, and part of a cohesive team. This may require training managers on positive performance coaching.
3. Listen and learn. Leaders of customer service and other teams can gain valuable insights into employee needs and preferences by simply asking workers what they want. Make team crowdsourcing a fun event by challenging members to propose innovative solutions to improve flexibility, lower stress levels, and increase team morale.
4. Rethink recruitment. Consider expanding your organization’s outreach to tap into new or under-utilized talent pools. Veterans, older workers, and differently abled individuals are just a few examples.
5. Leverage the power of training. When candidates with specific experience are difficult to find, widen outreach to target those who may not have the experience you’d hoped for but DO have the enthusiasm and capabilities needed to learn how to excel in customer care or other functions. Then provide the necessary training. An added bonus: any time you offer development opportunities to an employee you increase their overall job satisfaction and address one of the top reasons many workers leave their employers—lack of development.