Ideas
Allow employees to grow
Mark Sellers is CEO of MGS Mfg. Group, a $150 million company headquartered in Germantown, with facilities in the United States, Mexico and Ireland. MGS provides engineered solutions to the plastics industry. Sellers began the company in 1982 as a small tool and die shop. Today, MGS employs more than 500 people in Wisconsin, with an additional 500 employees worldwide. Sellers says employees can become valuable assets if they are allowed room to grow.
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Question:
"We've lost six customer service representatives (CSRs) in about six weeks. These employees operate in a call center environment, there's a lot of call volume, a lot pressure, and not a lot of appreciation. Turnover's always been a concern, but this recent trend can't continue. HR did exit interviews with the employees and a common story was that the employees feel overworked, underpaid, and unappreciated. This wasn't too surprising given that the engagement survey we did last year told the same story. The CSRs feel all they do is stand and deliver all day long, no one cares, and they're tired of it. Any suggestions for how we can get a handle on this?"
