We hire new employees directly instead of beginning them in a temporary position, showing confidence in their long tenure from Day 1. Once an employee has worked full time for 12 weeks, he or she is eligible for health care and other benefits. At six months, we generously match contributions by fulltime employees to their 401ks. Many Business Support Associates are extended the opportunity to work remotely - an option most call centers aren't equipped to offer.
Business Support Associates who perform well during quality assurance testing or who develop specialized skills or knowledge are offered the opportunity to choose their schedule first. High performing employees are the first ones considered for open positions before we look externally.
People often quit because they dislike their supervisor - not necessarily because they're unhappy with their daily job functions. We invest in training supervisors to manage people well, a task many companies neglect. Leads are our call center supervisors. We call them Leads because their primary job is to lead their team and coach employees to success. We want our people to become better at what they do and we accomplish this through frequent coaching and feedback.
When filling open positions throughout the company, we prefer to promote one of our current employees into a new role before looking outside the company. Offering opportunities for advancement to our team first boosts morale and engages people who excel beyond their current job description.
We strongly believe in a flat management structure. From our CEO to the head of Human Resources, each manager welcomes employees to share their opinion on everything AnswerConnect. All team members - both on-site and remote - connect with management via chat, email, telephone, or in person. We want to be approachable and open to new ideas and improvements. Employee feedback is one way of keeping our pulse on the daily happenings in our virtual call center - an amazing source of inspiration for changes and a guide to what's happening in our business.
Our active approach to employee satisfaction and retention has garnered us one of the lowest turnover rates in our industry. That equals greater experience and consistency for our clients and improved customer care for our client's clients.