Agent turnover . High agent turnover is one of the top issues contact centers face . Considering that it costs an average of $ 1,750 to hire and train each new agent , this workplace attrition ranks among the problems most in need of a solution . Expenses mount quickly when it comes to replacing employees , so a focus on retention will serve managers well .
STRATEGY
BY ENHANCING TRAINING , MONITORING PERFORMANCE , AND USING TECHNOLOGY TO BOOST CONTACT RATES , MANAGERS CAN REDUCE TURNOVER AND SAVE COSTS .
Agents quit for a variety of reasons , and many of these are unavoidable . But managers can often improve retention with :
• Training and development . Welltrained agents feel more confident and satisfied in their roles . Moving to a model of continuous training will increase their success and job satisfaction .
• Performance monitoring . Tracking performance on a regular cadence helps managers spot problems or issues early . This allows for the move to more tailored training that can address specific weaknesses and improve skills .
• Increasing contact rates . Autodialers , caller ID reputation management , answering machine detection , and other tools help agents fulfill their goal of connecting with more customers and prospects . Better contact rates mean more engaging work and results in happier , more successful agents who are less likely to look for another job .
By enhancing training , monitoring performance , and using technology to boost contact rates , managers can reduce turnover and save costs .
Scaling the business . Efficiency is one of the main barriers to scaling a contact center ' s operations . Inefficiency hinders agent productivity , limits manager insights , and ultimately hinders growth .
Overcoming these challenges often involves leveraging powerful reporting capabilities . Using agent performance metrics and conversion rates , as well as other data , can mitigate these risks and pave the way to consistent , smooth business scaling .
Data-backed guidelines , such as manager-to-agent ratios , also help with more seamless scalability . Reporting capabilities allow for constant monitoring of management and agent performance . This enables contact center managers to make necessary adjustments as new information is unearthed and the business ' s needs change .
This nimble approach helps maintain efficiency and makes growth more sustainable , preventing many of the common pitfalls that arise as operations scale .
Call blocking and flagging . “ Spam Likely ” labels are a hindrance to contact center outreach and can decimate contact rates . With just under 4.5 billion robocalls made in May 2024 alone , carriers are offering their customers new tools to avoid unwanted calls .
Unfortunately , legitimate businesses often get caught in a crackdown that is primarily designed to foil shady operators . Even brand-new , unused numbers can be tagged as “ Spam Risk ” or “ Scam Likely ,” which immediately throws cold water on your outbound contact and conversion rates .
To push back against call blocking and flagging , call centers can take these steps :
• Educating themselves on the issue . Knowing why outbound calls are flagged and blocked is the essential first step to taking action . Understanding the factors leading to calls being flagged as spam — such as inconsistent caller ID information — can help you avoid the problem .
• Avoiding risky dialing . Managers must learn to avoid practices that result in being flagged as spam risks . This includes not overloading the system with rapid , repetitive calls that can trigger spam filters .
• Managing caller ID reputation . Actively managing caller ID reputation is critical for outbound dialing . Making sure carriers recognize numbers from your contact center as legitimate can prevent them from getting the dreaded tags " Spam Risk " or " Scam Likely ."
Managers can maintain their numbers ' credibility with effective caller ID reputation management tools . By understanding and addressing the reasons behind call blocking and flagging , any contact center can boost its contact and conversion rates .
THE PROACTIVE APPROACH
In general , contact center managers will more effectively deal with all current and evolving issues facing their business by adopting a proactive approach to problem-solving instead of simply waiting for things to go wrong .
So how can managers move away from being reactive and move into proactive mode ? Here are several strategies to help call centers stay ahead :
Put preventative programs in place . Implement programs that identify potential management issues before they become problems . For example , monitor call connection and lead conversion rates closely to detect any early signs of declining performance . Also , create incentive and accountability programs and establish regular one-on-one check-ins with agents in a two-way conversation to review goals and give support .
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