High employee turnover is a common and challenging problem for many credit union contact centers, often harming member service and raising operational costs.
While many reasons exist for high turnover, the best way to address this issue is to focus on culture, according to Terri Panhans, vice president of contact center solutions, and Tracy Gudmundson, vice president of contact center operations, for Harland Clarke.
This episode of the CUNA News Podcast, sponsored by Harland Clarke, examines the reasons for high contact center turnover, why culture is so important, the components of a healthy culture, and more.
In this episode:
1:27: Why the high turnover rates in call centers?
3:35: How turnover affects service and costs
4:50: How to address high turnover rates
6:50: The components of a healthy call center culture
10:40: Lessons from experience
12:36: The pandemic’s effect on call centers
16:57: Call center support
18:50: Coping with the pandemic