Help Desk Turnover

Even if you're not given any real money to reward your employees and the company next door is paying $10,000 more, your can still retain your employees. There are a whole host of do's and don'ts when running a help desk or call center and we cover the top items. The help desk manager is the key to the whole operation, and any successful manager will not have trouble retaining help desk staff.

Why Help Desk Turnover

Why did the employee leave the help desk in the first place? You may not be aware of it, but money is usually the last reason someone leaves their job! Lack of self worth, participation in help desk events, and playing a part in the development of the help desk is the major reason an employee leaves!

Lost Help Desk Employees Cost!

For every employee that leaves the company, the manager will have to undergo an expensive and time consuming selection process, followed up by extensive training and understanding of the company rules and processes. Even if a new employee seems to know their help desk software, they still must understand the laws of the land and steep learning curves.

It seems the total size of the help desk system is a key factor in the turnover rates. Larger call centers often have their employees work in a more rigid and impersonal environments. Like in most major companies, employees tend to get isolated if they are surrounded by hundreds of people they don't know. Smaller call centers, however, bring the benefits of a more relaxed and personal atmosphere and chances of friendships developing between help desk staff are high. This is a considerable advantage, as morale and happiness can bring positive aspects in regards to the employees work attitude.

Help Desk Training

Good training is another element that keeps employees longer with the same company. Some companies will have help desk employees sign a contract before receiving training. The contract basically says that the company is investing $10,000 of training into the employee and that should the employee leave within two years of the help desk training, they have to pay back a portion of the training. This protects the company's investment in the employee and locks the employee into the position for a specific number of years. Good training not only tells the employee you're investing in their future, but helping them grow as well.

Bad Help Desk Managers

The single most important aspect to keeping help desk staff content is for the manager to set the long term goals and let the employees participate in the development. Managers are not buddies, but professional leaders that are flexible, understanding and down to earth. All of us need to feel that what we do is important, that it matters and micro managing help desk staff most certainly will not achieve that goal. Employee trust and finding the right place within the team is by far the best employee retention plan possible.

Low stress rates can result from the above-mentioned practices and this also accounts for low turnover rates. A relatively stress free helpdesk environment can greatly boost performance and do wonders for morale.

Key to a Top Help Desk

So, to sum it up - Trust your employees, do not micro manage, be flexible on schedules, get the right help desk technology, provide training and let your employees participate in achieving the company goals.