Call Center Agent Attrition | How to Overcome Them

The world of customer service is rife with call center agents who leave their positions because they do not feel appreciated. A recent study by the Department of Labor found that 17% of employees quit within a year, and 60% leave within two years. This trend can be attributed to several causes, but one major factor is that many people are unhappy in their jobs for reasons such as low pay, inadequate training, or poor equipment. It's important to have programs in place to help workers stay motivated and engaged so your business doesn't suffer from high turnover rates. We will explore some ways you can reduce agent attrition at your company and increase employee satisfaction.

Motivation and Engagement

There are some ways to motivate your employees. Incentive programs provide incentives for workers who achieve specific goals, such as completing projects on time or staying in touch with clients. Employee recognition programs can be used to reward workers for their achievements, while the implementation of supportive work culture can boost morale. A positive work environment with an organizational culture can get workers to stay at your company, while poor work conditions and lack of career advancement opportunities are likely to send employees packing.

Employee turnover is a serious business concern. According to a recent Bain & Company report, "Companies lose 20% of their employee base in the first year after they join -- up to 50% in the first three years." The report also noted that "the cost of replacing an employee in some industries is up to 200% of their salary."

Now they're out looking for jobs at your competitors, taking with them industry knowledge and valuable relationships. It doesn't help that five unemployed people are seeking every job opening, Bain reports.

At the same time, you must maintain customer service levels that are acceptable to your customers. Without these abilities in place, you can kiss that revenue goodbye.

Importance of Managing Employee Attrition

Having a stable workforce is critical for any company, especially those in the call center industry. Agents must be available to answer calls at all times, so if they are leaving you will have difficulty fielding incoming requests. High turnover rates can also contribute to poor customer service, which leads to low satisfaction and more people leaving.

Since it's almost impossible to prevent all attrition, you should attempt to reduce it as much as possible. According to the 2016 Q4, Call Center Satisfaction Report by ACD Direct, call centers with higher employee retention rates experience fewer turnovers than those with lower retention rates, resulting in better customer service and satisfaction.

Maintain a Consistent Schedule

It can be difficult to find and keep call center agents, so you should ensure that the schedule is attractive enough to keep people around. One way of doing this is by offering consistent availability within your hours of operation. Agents who know they have specific work hours each week may be more satisfied with their jobs.

Stress Company Culture

Strong company culture can make employees feel more engaged with your business. If you are serious about maintaining a positive work environment, then you should showcase the type of culture that you are trying to build. The best way to do this is by being transparent with managers and agents so they understand what goals the company is trying to accomplish.

Increase Communication

Effective communication can help reduce turnover and increase company satisfaction. Train your managers to keep an open line of communication with employees so that they feel supported and heard at all times. Promoting a team-based environment will help empower employees and boost morale, thereby reducing attrition rates.

Internal Mobility

Internal promotions can be a great way to reduce turnover. However, it's important to give your employees the training and support they need to be successful. Not only will this help attract new talent as you expand, but the existing staff will feel more appreciated and fulfilled as well.

Offer Competitive Pay

One of the most common reasons employees cite for leaving is lack of pay. Ensure that you are offering competitive wages in your industry to keep your employees happy and reduce attrition levels.

Target Employees Who Aren't Passionate About Your Company

It can be easy to get caught up in the excitement of new hires, but certain candidates may not be a good fit for your team and your company culture. Being conscious of who is most likely to stay with the company for a long time will help minimize turnover in the future.

Properly Prepare Your Employees for Their Roles

This starts with thorough training, specifically related to roles they will play in customer relations. Isolate new hires from customers until they are trained and on board with the job requirements.

Provide Opportunities for Career Growth

Employees want to feel as if they are growing and developing within a company. This means you should proactively seek out development opportunities for your employees, such as performance reviews, training sessions, and beneficial mentorships.

Ensure That They Are Fulfilling a Role Worthwhile To Them

Everyone wants to feel as if their job has meaning and purpose. This means it is important that all employees understand the role they play in benefiting your customers. If you do not provide them with this knowledge, they may seek it elsewhere, which can lead to negative effects on your business's performance and reputation.

Ensure That They Are Recognized and Rewarded

Employees want to be recognized and rewarded for their efforts. This means that you should regularly provide them with positive feedback, either in the form of public recognition or even monetary bonuses. The key is to provide this type of encouragement regularly so they do not feel undervalued.

In addition, you should have a rewards program that allows them to earn days off of work or other types of recognition. For example, an employee who handles multiple customer requests successfully might be given a day off on the spot. This type of incentive will allow your workers to appreciate their efforts and feel recognized for them.

Conclusion

Attrition is one of the most common problems that call centers face. It can be caused by a variety of factors, but it often boils down to three things; poor management, lack of opportunities for advancement, and no room for growth. If you want to avoid this problem in your company or overcome it if you’ve already experienced high attrition rates, make sure you take these steps. You may find them helpful when drafting an action plan with your team as well!