Collector - September 2017 - 6

BESTPRACTICES

Course Correction
Can exit interviews help make
your company stronger?
By Anne Rosso May

W

hen Dawn Van Horn joined
Berlin-Wheeler earlier this
year as the company's human
resources manager, one of her goals was to
improve the employee retention rate. Her
first move? Bringing back exit interviews,
which had fallen by the wayside.
Often thought of as an unnecessary
hassle ("Why waste time on employees
who don't want to be here?"), the
truth is that thoughtful exit interviews
with departing employees can provide
illuminating data about your company
from insiders who speak from experience.
Think of these interviews as an extension
of your regular employee performance
reviews-albeit with the tables turned.
Exit interviews are becoming
increasingly important for employers
today because the voluntary separation
rate in the U.S.-aka how often employees
quit-has been steadily rising, recently
surpassing prerecession levels.
While collection agencies will always have
turnover, figuring out why people leave-and
if there is anything you can do to encourage
staff to stay-can help stem further losses
and will ultimately boost morale.
Use these tips from Van Horn and
Jessica Booker, manager of employee
relations at ConServe, to make the most
of your exit interviews.

HOW AND WHEN TO
CONDUCT THEM
Traditionally, exit interviews are given to
anyone leaving the company voluntarily-
no matter how long or short their tenure-
ideally sometime before the person's last
day on the job.
Booker said while she prefers to conduct
interviews face to face, depending on the
circumstances of the employee's exit, she

06

will sometimes opt for phone or email
interviews.
To keep the employee's responses
as unbiased as possible, the facilitator
should not be directly connected to the
departing employee, which is why exit
interviews are usually conducted by a
member of a company's human resources
department.
"If a manager conducts the exit
interview, employees may not share as
much information because the reason the
employee is leaving could, in fact, be due to
the manager," Booker pointed out.

LET EMPLOYEES PREPARE
Booker said she's found it helpful to give
employees a form to fill out or review in
advance of the interview so they have an
opportunity to consider their responses. If
you go this route, don't get lazy-you can't
just collect the form and send the employee
on his way. Conversation is key.
"There have been times when an employee
resigning provides one reason for their
resignation, but then in the exit interview
they give different or multiple reasons,"

25%

ANNUAL U.S. EMPLOYEE
QUIT RATE IN 2016, UP
FROM 20% IN 2013.
Source: U.S. Bureau of Labor Statistics

Booker said. "It requires a good dialogue
to know what is really going on in those
scenarios."

ASK OPEN-ENDED QUESTIONS
Your interview should cover the employee's
overall impression of the job and thoughts
on the company's training, culture,
supervisory staff, and compensation and
benefits. Ask: If you could improve the
company, what would you do? Would you
recommend working here to a friend?
Would you ever want to work here again?

ACAINTERNATIONAL.ORG


http://www.ACAINTERNATIONAL.ORG

Table of Contents for the Digital Edition of Collector - September 2017

Collector - September 2017 - Cover1
Collector - September 2017 - Cover2
Collector - September 2017 - 1
Collector - September 2017 - 2
Collector - September 2017 - 3
Collector - September 2017 - 4
Collector - September 2017 - 5
Collector - September 2017 - 6
Collector - September 2017 - 7
Collector - September 2017 - 8
Collector - September 2017 - 9
Collector - September 2017 - 10
Collector - September 2017 - 11
Collector - September 2017 - 12
Collector - September 2017 - 13
Collector - September 2017 - 14
Collector - September 2017 - 15
Collector - September 2017 - 16
Collector - September 2017 - 17
Collector - September 2017 - 18
Collector - September 2017 - 19
Collector - September 2017 - 20
Collector - September 2017 - 21
Collector - September 2017 - 22
Collector - September 2017 - 23
Collector - September 2017 - 24
Collector - September 2017 - 25
Collector - September 2017 - 26
Collector - September 2017 - 27
Collector - September 2017 - 28
Collector - September 2017 - 29
Collector - September 2017 - 30
Collector - September 2017 - 31
Collector - September 2017 - 32
Collector - September 2017 - 33
Collector - September 2017 - 34
Collector - September 2017 - 35
Collector - September 2017 - 36
Collector - September 2017 - 37
Collector - September 2017 - 38
Collector - September 2017 - 39
Collector - September 2017 - 40
Collector - September 2017 - 41
Collector - September 2017 - 42
Collector - September 2017 - 43
Collector - September 2017 - 44
Collector - September 2017 - 45
Collector - September 2017 - 46
Collector - September 2017 - 47
Collector - September 2017 - 48
Collector - September 2017 - Cover3
Collector - September 2017 - Cover4
http://online.collector.com/collectormagazine/201910/
http://online.collector.com/collectormagazine/201909/
http://online.collector.com/collectormagazine/201908/
http://online.collector.com/collectormagazine/201907/
http://online.collector.com/collectormagazine/201906/
http://online.collector.com/collectormagazine/201905/
http://online.collector.com/collectormagazine/201904/
http://online.collector.com/collectormagazine/201903/
http://online.collector.com/collectormagazine/201902/
http://online.collector.com/collectormagazine/201901/
http://online.collector.com/collectormagazine/201812/
http://online.collector.com/collectormagazine/201811/
http://online.collector.com/collectormagazine/201810/
http://online.collector.com/collectormagazine/201809/
http://online.collector.com/collectormagazine/201808/
http://online.collector.com/collectormagazine/201807/
http://online.collector.com/collectormagazine/201806/
http://online.collector.com/collectormagazine/201805/
http://online.collector.com/collectormagazine/201804/
http://online.collector.com/collectormagazine/201803/
http://online.collector.com/collectormagazine/201802/
http://online.collector.com/collectormagazine/201801/
http://online.collector.com/collectormagazine/201712/
http://online.collector.com/collectormagazine/201711/
http://online.collector.com/collectormagazine/201710/
http://online.collector.com/collectormagazine/201709/
http://online.collector.com/collectormagazine/201708/
http://online.collector.com/collectormagazine/201707/
http://online.collector.com/collectormagazine/201706/
http://online.collector.com/collectormagazine/201705/
http://online.collector.com/collectormagazine/201704/
http://online.collector.com/collectormagazine/201703/
http://online.collector.com/collectormagazine/201702/
http://online.collector.com/collectormagazine/201701/
http://online.collector.com/collectormagazine/201612/
http://online.collector.com/collectormagazine/201611/
http://online.collector.com/collectormagazine/201610/
http://online.collector.com/collectormagazine/201609/
http://online.collector.com/collectormagazine/201608/
http://online.collector.com/collectormagazine/201607/
http://online.collector.com/collectormagazine/201606/
http://online.collector.com/collectormagazine/201605/
http://online.collector.com/collectormagazine/201604/
http://online.collector.com/collectormagazine/201603/
http://online.collector.com/collectormagazine/201602/
http://online.collector.com/collectormagazine/201601/
http://online.collector.com/collectormagazine/201512/
http://online.collector.com/collectormagazine/201511/
http://online.collector.com/collectormagazine/201510/
http://online.collector.com/collectormagazine/201509/
http://online.collector.com/collectormagazine/201508/
http://online.collector.com/collectormagazine/201507/
http://www.nxtbookMEDIA.com