sariioJoining the operation.
Does the experience match what the person expected? Are the role and available support clear?
CUSTOMER OPERATIONS / RETENTION
Retain experience. Reduce the disruption of staff turnover.
Understand the experience behind the departures.
Departures mean recruitment, training and time before replacements are established in the role. Understand what helps people perform, feel recognised and see a future in your operation.
Explore a possible approach ↓
UNDERSTAND BEFORE CHOOSING A RESPONSE
Understand what helps people stay.
Doing the work.
What do people say about workload, shifts, pay, systems and their relationship with their manager?
Seeing a future.
Can people develop, raise concerns and see a response to the issues that matter to them?
As experience leaves, colleagues support replacements while maintaining service. Understanding where and why departures happen helps focus attention on avoidable losses.
A POSSIBLE CONTRIBUTION
Help people settle and understand what success requires.
myMAP puts individual work preferences into words. Use the insight alongside the demands of the role to discuss expectations, support and how the person and their manager will work together.
Return to the conversation as experience replaces expectations. Work preferences can help someone explain what supports them; they do not predict who will leave or replace action on pay, workload and working conditions.
Explore a sample myMAP ↗LOOK FOR CHANGE OVER TIME
Review what helps people settle, develop and stay.
Look at early departures, reasons for leaving and feedback from people who stay. Compare teams and joining cohorts alongside changes in working conditions.
Agree what you want to improve before starting. Fewer avoidable departures and more new starters settling successfully are outcomes to investigate, not results to assume.
Read: Why call centre agents really quit →SEE THE OUTPUT
Make individual support part of everyday management.
A myMAP helps someone discuss their work preferences with their manager. Use it to explore how they receive guidance, what helps them ask for support and how you will review their progress.
Explore the sample report ↗Sample information. Work preferences do not predict who will leave.
START WITH YOUR SITUATION
Where are you losing experience, and what could help?
Talk through what is happening, what you want to improve and how you would recognise progress. Then consider the people, time and support an approach would need.
Discuss your operation →