You have just been hired as a HR specialist for a call centre in the technology sector.This call centre has been challenged with a high turnover rate of more than 40%, which is well above their planned turnover rate of 25%.

Management is very concerned for the following reasons:

Diminishing morale at the workplace

The high cost of recruiting and training new call centre agents

Lost employee productivity

High Absenteeism

Required:

Prepare a memo to the management team that details recommendation on what steps can be taken to reduce the turn over rate.Describe some techniques that can be used to create a high -performance team.

This memo should provide management with suggested strategies for how they can help reduce turn over and what call centre agents are looking for.