Investment in Staff is Crucial for Retention, Confirms Phruit

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In a high pressure industry where staff turnover can be high, retention of trained employees is a recurrent issue for businesses. However, there are ways to protect investment in staff to sustain business continuity and prevent costly recruitment drives.

http://www.phruit.co.uk/

By providing a clear career path for staff to follow, we can help them develop and offer every opportunity to progress, should they wish to.

In a high pressure industry where staff turnover can be high, retention of trained employees is a recurrent issue for businesses. However, there are ways to protect investment in staff to sustain business continuity and prevent costly recruitment drives. Phruit, a leading provider of telemarketing services, believes it has the right formula, helping to maintain a high level of staff retention.

Significant factors that influence employee retention include motivation, incentives and clear career path options. Ian Allison of Phruit explains, “In this industry, around a third of staff move on to other companies once they have received training. This is due in part, to the high pressure environment and the fact that employees may not see a clear path for progression. We’ve introduced a number of processes to help avert the issue of staff migration. By providing a clear career path for staff to follow, we can help them develop and offer every opportunity to progress, should they wish to. With clear job titles within the contact centre – for example, agent, senior agent and team leader - employees can see the next level they can aim for. All positions are advertised internally as well as externally, so that everyone gets a fair chance at applying. In terms of staff development, we offer funded NVQ training, allowing employees to carry out activity during normal working hours. This provides the opportunity for staff to improve themselves and their skill-set – which of course we hope will encourage them to continue their career with us.”

Phruit also operates apprenticeships, which have proved very successful, with three posts currently in place. Apprentices are trained to multi-task so they can work across different campaigns at the same time – giving them a diverse breadth of skills. The variety of tasks also helps maintain interest. In addition, employees from across the business – contact centre and data research – regularly come together for business and social functions, so all staff get to know each other and have a better understanding of the business as a whole. This, teamed with rewards and incentives for those who complete significant work, means staff motivation is continually addressed.

Allison added, “Staff retention and staff motivation go hand in hand – so our comprehensive incentive programme, involving prizes and regular social events, really does go a long way in ensuring staff are happy and stay with us. It’s a consideration for most businesses; you do not want to invest in staff training, only for them to take their skills elsewhere. But in an industry where migration is particularly prevalent, those companies that do not address the situation with a distinct plan will see their investment wasted.”

For further information about telemarketing services visit http://www.phruit.co.uk.

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