As you calculate your cost of turnover, document the negative consequences you are experiencing in your organization. Perhaps your organizational objectives are in jeopardy or the "brain drain" is negatively affecting first contact resolution. You might be seeing a decrease in the quality of your service. Whatever the case, it is important to identify the consequences and design practical solutions for managing them.
In a 1984 article, Richard Mowday provides extensive practical advice on how companies can manage these consequences. His suggestions include hiring excess employees, utilizing part-time and captive labor pools, training current employees, changing work rules, increasing commitment in those who stay, automating, redesigning jobs, and performing continuous and long-term recruiting.
There isn't a "one size fits all" solution. Call center teams must document the consequences they are experiencing and then brainstorm viable (i.e., possible and cost-effective) solutions.
Mowday, Richard T. Strategies for Adapting to High Rates of Employee Turnover. Human Resource Management. 1984; 23, 4; page 365.
