Employee retention tips for every call center in the Philippines

OABPO Blog Team Published on March 18, 2014

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Every call center in the Philippines has its fair share of employee attrition, subjecting the management not only to additional expenses, but also pressures them to hire better employees. This means that as an agent leaves, the management must spend time, energy, and financial resources to place ads, screen candidates, and train the leaving employee’s potential replacement.

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As a high attrition rate equates to low employee satisfaction, frequent employee turnover reflects poorly on the call center.

What some may not know, however, is that turnovers don’t always depict the negative. There is such thing as “good turnovers” wherein an employee leaves his position and gets replaced because he’s bound for a higher position, better pay, and bigger responsibilities within the same company. A good turnover happens when someone is promoted, and it happens even more often in call centers that implements an efficient employee retention strategy.

Here are some management practices that maximize employee stay:

• Offer competitive wages and medical benefits

A typical call center in the Philippines offers some of the highest salaries in the country, which gives representatives a big reason to stay loyal to their employer.

• Lead by example

Team leaders, supervisors, and managers who merely oversee, discipline, and enforce rather than mentor or develop agents foster an environment of apathy. On the other hand, leaders who build positive relations and encourage teamwork empower employees and give hopes of someday becoming a mentor themselves.

• Give reasonable work schedules

Agent demographics show that call centers are sources of employment for students and single mothers—people who need schedule flexibility for their outside responsibilities. Having scheduling options, paid time offs, or telecommuting positions strengthens their hold on their job.

• Recognize accomplishments

Rewarding accomplishments encourages repetition of good behavior, improves productivity, and makes employees feel valued. Various studies even reflect high satisfaction levels among call center representatives who receive rewards in the forms of cash, verbal praise, or no-nmonetary incentives.

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• Set clear expectations

One of the biggest reasons behind employee attrition is a mismatch between the employer’s job requirement and the employee’s work expectation. By clearly setting responsibilities right from the start and providing regular training, employees will not be quickly overwhelmed with the call center culture and environment.

A contact center’s ability to retain top performers reflects its stability as an organization, which consequently invites opportunities to expand and lead its industry. Indeed, every call center in the Philippines must value their main growth driver, the employees.

Being one of the fastest growing call centers in the Philippines, Open Access BPO lives up to its reputation by only hiring competent individuals and training them according to industry benchmarks.

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Disasters can happen at any time. So, if you're thinking about #outsourcing to a #CallCenter.

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Promoting #CallCenter agents to leadership roles is crucial for both talent development and ensuring a consistent #CustomerExperience.

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Boosting agent #productivity and #satisfaction is a critical strategy for increasing efficiency in #CallCenters.

A positive work environment leads to more engaged employees, which in turn improves #CustomerService and retention.

A highly engaged and motivated workforce is essential for providing excellent #CustomerService and retaining top talent.

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Open Access BPO 21 days ago
Open Access BPO is taking a big step towards a healthier workplace with a new program designed to help employees build lasting, healthy habits.

The multilingual call center's initiative focuses on holistic wellness practices that are perfectly suited for the #BPO environment, including physical fitness, nutrition, and stress management.

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𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 𝗣𝗿𝗶𝗼𝗿𝗶𝘁𝗶𝘇𝗲𝘀 𝗘𝗺𝗽𝗹𝗼𝘆𝗲𝗲 𝗪𝗲𝗹𝗹𝗻𝗲𝘀𝘀 𝘄𝗶𝘁𝗵 𝗡𝗲𝘄 𝗟𝗶𝗳𝗲𝘀𝘁𝘆𝗹𝗲 𝗠𝗼𝗱𝗶𝗳𝗶𝗰𝗮𝘁𝗶𝗼𝗻 𝗜𝗻𝗶𝘁𝗶𝗮𝘁𝗶𝘃𝗲

Multilingual call center 𝐎𝐩𝐞𝐧 𝐀𝐜𝐜𝐞𝐬𝐬 𝐁𝐏𝐎 has launched its largest employee wellness program, 𝗦𝗛𝗜𝗙𝗧: 𝗔𝗻 𝗢𝗔𝗕𝗣𝗢 𝗟𝗶𝗳𝗲𝘀𝘁𝘆𝗹𝗲 𝗠𝗼𝗱𝗶𝗳𝗶𝗰𝗮𝘁𝗶𝗼𝗻 𝗣𝗿𝗼𝗴𝗿𝗮𝗺.

The three-month program was launched July 30 at the company's Robinsons Summit Center HQ in Makati, with a live stream to its Davao and work-from-home teams. According to Senior Director Nate Martinez, SHIFT focuses on a holistic approach to fitness and nutrition to promote lasting lifestyle changes.

The initiative, which stands for 𝐒𝘂𝘀𝘁𝗮𝗶𝗻𝗮𝗯𝗹𝗲 𝐇𝗲𝗮𝗹𝘁𝗵 𝗮𝗻𝗱 𝐈𝗻𝘁𝗲𝗴𝗿𝗮𝘁𝗲𝗱 𝐅𝗶𝘁𝗻𝗲𝘀𝘀 𝐓𝗿𝗮𝗻𝘀𝗳𝗼𝗿𝗺𝗮𝘁𝗶𝗼𝗻, aims to help employees in the business process outsourcing (BPO) industry build healthier, sustainable habits.

Company Nurse Princess Ann Louisse Pascual provided a detailed overview of the program, emphasizing its goal of long-term wellness rather than just short-term fitness goals. Nurse Supervisor Shania Semper also highlighted the importance of health and wellness within the BPO industry.

The company anticipates this investment in wellness will lead to a more productive, engaged, and healthier workforce.

This initiative is a testament to the company's commitment to building a supportive, people-first culture, with the goal of fostering improved employee well-being, morale, and overall performance.

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