Agent attrition has been slightly crippling call center firms in recent years — “I quit” is probably the worst phrase a manager or a supervisor will hear from a demoralized call center agent. As a matter of fact, employee turnover in the call center sector is surprisingly towering. In fact, the high agent attrition has a long standing impact on the company’s productivity. As an illustration, customer service metrics will be affected, because there are very few agents in the team handling a large volume of calls. However, the negative impact of agent attrition does not end there — it’s like a domino effect — leaving a vacant position in a call center means an additional workload for the remaining agents who are likely to perform inadequately, and may impact the overall team performance.
Aside from work burden, hiring a replacement is another story — hiring the right agent to the position is another struggle. Call center firms are aware that recruitment is not an easy task; aside from scarcity of right talent, the cost associated with advertising and the screening process is laborious and costly. In addition to that, it takes a long time for trainees to learn about the company and its product, in addition, investing in these people without seeing much return is a gamble. As a matter of fact, only a small fraction of the agents actually complete their training program. Moreover, it still takes time for these agents to fully learn everything, and continuous guidance of managers or supervisors is still necessary — considerable time, effort and cost are required to attain their full potential.
On the second thought, the negative effect of agent attrition can be avoided. According to Talkdesk, reducing agent attrition starts with choosing the right applicants — by hiring the right applicant, call center firms can invest in the right people and can avoid wasting money. Moreover, enhancing training programs can gradually help to reduce inadequacy and disorganization, which is the main reason why agents are leaving the company.
Meanwhile, probably one of the most effective ways for employee retention is by providing the right recognition and reward programs — by ensuring that every employee gets the right compensation and acknowledgement, that is more than enough to express the company’s gratitude. In fact, with this approach agents’ motivation and morale will increase. Aside from recognition and reward programs, having an open-door policy between the company and the agent will bridge the gap between the management and the ordinary employee — by which collective discussion can be attained.