Tackling Turnover: Building Employee Growth and Development Into Your HRSS Call Center

Tackling Turnover: Building Employee Growth and Development Into Your HRSS Call Center

Call center jobs are often viewed as stepping stones into a career in HR. As such, they often have a maximum shelf life of 2-4 years. The question is: how do you keep employees engaged and challenged in this role, having already invested in their training and development? This presentation by Jami Stewart, Senior Director of Operations at Cisco, looks at how companies have tackled the turnover head on. As well as:

  • The annual talent audit. Learn about how Cisco conducted an audit of talent in the HRSS call centers. How was this done, and what impact did this have on employee turnover rate?
  • Structuring your business to scale. What does this look like in practice?
  • Viewing your HRSS employees as a part of the HR team. How this simple shift in thinking can change company culture for the better, leading to a decrease in turnover and overall positive employee experience.



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