Solving the CRM Employee Retention Problem: A Customer Service Approach (Part I)

Employee retention is a huge problem facing call center managers. There are staff shortages caused by people not entering the profession, too many people leaving the profession for either higher-paying jobs or jobs with less stress, and not enough promotional opportunities to warrant people making a career out of being a customer service agent. These staff shortages are exacerbated by the difficulty in retaining people who enter the profession. While much recent work has been focused on recruitment and getting more people "In the front door", this paper suggests that the bulk of future efforts be focused on employee retention and "Closing the back door".