We aim to give our readers and followers the best advice when it comes to managing people effectively. Every month you can read a digest of some HR questions that might be relevant for you.
Q: I run a call centre and have a major issue with turnover – how can I improve this and hold onto good employees?
A: Call centres – by their nature – tend to have a high turnover. However, good employers can at least extend the length of service by tending to the little things – such as caring when an employee has a sick relative, contacting them if they are out sick and asking how they are, celebrating a big customer win with small things – chocolates, pizza, a night out. Have you thought about celebrating each person’s birthday with a card from the CEO, offering flexibility in as much as you can in a call centre schedule. Sometimes employees feel they have no control over their day as they are sitting on the phone for a very strict amount of time. Offer a slot of time to achievers where they can take time out to take a break or get involved in a cross-functional project.
Q: My recent employee focus survey says that the senior management team are disengaged – what can I do about it?
A: This is a frequent issue in medium and large organisations, and the senior management team are always so busy that this may not be a priority.
Make sure that the senior managers are getting coffees and having meals with employees in their canteen or locally. Ensure that they are introduced to all new starters – where practicable. Look at the meetings that a senior manager can attend intermittently. Consider breakfast sessions where they have breakfast or lunch with a cross section of employees. Ensure that the senior management team have a rota to visit satellite offices and engage with employees.
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