How do I reduce the turnover rate among remote employees? Ask HR
Johnny C. Taylor Jr. tackles your human resources questions as part of a series for Paste BN. Taylor is president and CEO of the Society for Human Resource Management, the world's largest HR professional society and author of "Reset: A Leader’s Guide to Work in an Age of Upheaval.”
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Question: I lead a virtual customer service center. Sixty-six percent of our positions are remote. Since expanding to remote work, we’ve improved our recruiting capabilities. However, retention is significantly lower among our remote staff than our hybrid and onsite workers. What can we do to reduce turnover among our remote staff? – Tia
Answer: Employers face distinct challenges in managing remote workforces. Consequently, they must develop innovative solutions when in-person or hybrid operations aren’t feasible. To reduce turnover among remote employees, it’s crucial to tackle remote staff issues while fostering inclusion and engagement within the team. Here are some actionable strategies to help retain your remote workforce:
◾Build a strong remote culture. While remote work offers flexibility that attracts top talent, it requires intentional effort to create a cohesive culture. Clearly align individual roles with your organization’s mission and goals to give employees a sense of purpose. Transparent communication from leadership is key here. Regularly reinforce company values and ensure remote staff feel connected to the broader organization.
◾Foster personal connections and relationships. Strong work relationships carry even more weight for remote teams. Dedicate time for regular, one-on-one check-ins and make these as personal as they are professional. Where possible, use video calls for meetings to foster better human connections. Celebrate milestones like work anniversaries, individual achievements, or team successes to cultivate camaraderie and inclusiveness.
◾Leverage technology effectively. Use collaboration tools that encourage engagement and real-time communication. Platforms such as Slack, Microsoft Teams, and Zoom can help replicate the spontaneity of an office environment. For example, host virtual coffee breaks or team-building exercises to encourage informal employee interactions. To further support belonging, consider mentorship programs or a buddy system to help new employees transition smoothly and develop strong connections.
◾Conduct stay interviews. Proactively address employee concerns before they become reasons for leaving by conducting regular stay interviews. These conversations allow you to identify issues impacting engagement, understand what employees value most, and take meaningful steps to improve their remote work experience.
◾Gather exit feedback. For employees who do leave, exit interviews can provide valuable insights into recurring themes or shortcomings in your retention efforts. Work closely with HR to analyze this data and use it to make thoughtful changes that connect with employee needs.
By focusing on purposeful communication, nurturing relationships, and offering opportunities for engagement, your virtual customer service center can turn low retention into long-term loyalty. Creating a remote environment where employees feel valued and connected will help them thrive and, ultimately, stay. Good luck!
I’ve worked as an engineering program manager for 11 years. I feel like I’ve plateaued in my career, so I want to explore more of what I can do. However, I don’t want to go back to school for an extensive period of time and high cost. What’s the best way to determine what other industries, occupations, and career paths my skill set might fit into? – Chris
As an engineering program manager for over a decade, determining if your skills are transferable is an empowering step toward finding new opportunities. Here’s how to explore your options without a costly and time-consuming higher education:
Assess and categorize your skills. Start by creating an inventory of your skills. Divide them into three categories:
◾Technical skills (e.g., project management methodologies, data analysis, engineering expertise).
◾Management skills (e.g., leading teams, managing budgets, overseeing timelines).
◾Power skills, or soft skills, as some people refer to them (e.g., communication, problem-solving, adaptability).
These power skills are highly valuable across health care, technology, consulting, nonprofits, and other industries. Surveyed HR professionals identified management and soft skills as the top skills required for today’s workplace.
◾Research transferable roles. Curiosity is your superpower here. Use career assessment tools such as O*NET Online or SkillPort to input your skills and discover potential career options. These tools can suggest industries and roles for which your expertise is a match.
Additionally, consider reaching out to professionals in fields that pique your interest through LinkedIn or networking events. Ask about in-demand skills and explore industry-specific trends to identify where your background best aligns.
Gain industry-specific knowledge. You don’t need to enroll in a lengthy or expensive program to pivot careers. Instead, explore:
◾Short-term certifications: Look for programs in areas such as Agile Scrum, Six Sigma, or technical product management to refresh your expertise.
◾Online learning platforms: Websites like Coursera, Udemy, or LinkedIn Learning offer affordable courses tailored to your interests.
◾Leverage your experience: Your 11 years of engineering program management experience are an asset. Many industries value professionals with strong analytical thinking and problem-solving skills. Look into roles such as operations management, product development, or executive leadership, where your ability to lead projects and teams translates seamlessly.
◾Seek guidance: Finally, don’t hesitate to reach out to career coaches or mentors who can provide personalized advice and actionable steps. Networking with trusted professionals can open doors to new industries and opportunities.
Taking an objective look at your experience, knowledge, and skill set demands the use of all the available resources and support. By aligning your skills with new industries and leveraging certifications or courses to pivot, you can set yourself up for exciting career opportunities without the burden of extensive schooling. You’ve already achieved so much ‒ this is your chance to build on that success and explore new possibilities!
The views and opinions expressed in this column are the author's and do not necessarily reflect those of Paste BN.