It’s a well-known fact that in the call center industry, most of the employee attrition takes place within the first 90 days. The reasons – like any new job or career – are varied and include issues like the learning curve, expectations, and company culture.
The 90-day mark is considered by some to be a problem. However, at Centris, we actually appreciate the process. Yes, we spend an enormous amount of time, money and manpower training each person we hire. And while it’s not in anyone’s interest to waste those things, it is a positive to know that most people will “fit” into our organization within a three-month time span.
The Hiring Process
It all begins with the hiring process. First and foremost, we are looking for those with a passion for helping people solve problems. We interview people who have call center experience as well as those who are brand new to the industry – but we are looking for the same quality: do you enjoy helping people?
Our attention during the interview process revolves around their attitude toward customer service. We recognize that customer service can be an exhausting job. Let’s face it, it’s not much fun to have angry customers blaming you for something you didn’t create or cause. But what is fun – and what we’re looking for – is the joy of turning an angry call into a positive experience. Those who take pride in helping people are the ones who usually flourish in our company.
The Learning Curve
Our training, which we call Kudos University, is intensive. Our new hires not only learn how to handle the equipment and the software, they learn about the client’s product or service. Interestingly, we have found that in addition to the technical aspects, the learning curve has more to do with our company culture and expectations.
“We work for Kudos” is our motto and it is the main ingredient in everything we do. Our goal is to have every call end in kudos. If the customer did not have one of the best calls they’ve ever experienced, then we work toward improving performance. If you don’t have a passion for every caller who contacts us then Centris is not the place for you.
Again, our expectations are not merely about handling a particular number of calls per shift. We want each Customer Service Representative (CSR) to be as friendly and warm as possible. Going the extra mile is what we’re all about and that goes for each caller, not just here and there. If a CSR notices the caller has a birthday tomorrow, we want them to sing happy birthday. And we have!
Our Role
While we place a tremendous amount of importance on hiring the right people, the process doesn’t end there. Once someone is hired, we have a responsibility toward our employees, and we take that responsibility seriously.
We welcome all employees into the Centris family. Our management team wants to know their team members and we take the time to ask about personal as well as professional goals. We are all tasked with helping our employees achieve a full and balanced life.
We have learned that if we don’t care for our employees, another company will. It’s why we not only reward our employees, but offer a path of internal growth. Most of our Supervisors and Quality Assurance agents came from the CSR level, so they know what our employees face on a day-to-day basis. For those CSR’s who wish to make this their career path, we are their mentor and biggest cheerleader.
While the 90-day mark may be frustrating for some contact centers, it is a process that we appreciate and refine as we go along. Some people are meant to build things, some are meant to make beautiful music, and some are wired to help people. Those who enjoy helping people are the ones we’re focused on. And whether they have been with us for 91 days or 9 years, we are extremely proud of our Centris employees.
