5 . PREVENT AGENT OVERWORK
With high turnover affecting contact centers , it ’ s easy for the agents who stay to get bogged down with former agents ’ work . But you don ’ t want agents picking up too much of the slack while you hire more employees because that makes them more likely to quit .
To prevent this snowballing effect , you need to evaluate the workload left behind by former agents and divide it fairly . But this can be a difficult process .
Implementing a system or tool that takes care of labor division is the best solution . This way , agents can clearly understand what needs to be done without feeling confused , overwhelmed , or unsupported .
Amidst turnover , it ’ s critical that you don ’ t abandon the agents who have stuck by you . Allocating work appropriately and hearing out your agents ’ concerns is the right method to prevent burnout and stop the cycle of turnover .
6 . FOSTER A CONNECTED COMMUNITY
When agents feel connected to other agents , managers , and leaders , they ’ re better supported and more engaged : and less likely to leave .
Typically , call centers expect agents to meet certain metrics to qualify their performance as satisfactory . But this can cultivate a culture of pressure and competition , increasing your agents ’ stress levels .
It ’ s important contact centers build a sense of camaraderie and community to improve the agent experience . And establishing a welcoming culture starts with call center supervisors .
Take the time to talk to your agents . If you check on your agents every month to understand their perspectives and hear about their day-to-day challenges , you ’ ll bridge the gap between different employee experiences and build trust .
And when employees feel cared for , they translate that care to their role and commitment to your company and customers .
7 . KEEP YOUR BEST TALENT
When you find agents who are knowledgeable , empathetic , and great at their job overall , you want to keep them : and you have a good chance .
AGENT RETENTION
According to Gallup , 52 % of employees who leave a company say their manager could ’ ve done something to prevent it .
And one of the best strategies to use is conducting a stay interview .
The process starts with anticipating when your top performers might be looking for new opportunities . That ’ s the right time to schedule stay interviews and learn how you can help your best agents stay .
The main goal of a stay interview is to evaluate what ’ s working for the agent and what ’ s not . The focus isn ’ t on performance or metrics ; it ’ s all about employee experience . Are there feasible changes you can make to keep an agent or are they committed to leaving ?
Stay interviews offer actionable agent feedback , helping you take an active role in improving retention . And when you keep your best talent , you foster a core group of successful agents who can mentor new employees , boost morale , and keep performance high .
But the key to utilizing a stay interview properly is to follow through and update agents as you make improvements to policies and procedures , work culture , or other factors . Without consistent follow-through , your agents won ’ t trust you : and they ’ ll be just as likely to leave as they were before .
THE FOCUS [ OF STAY INTERVIEWS ] ISN ’ T ON PERFORMANCE OR METRICS ; IT ’ S ALL ABOUT EMPLOYEE EXPERIENCE .
IMPROVING RETENTION ISN ’ T A ONE-STEP PROCESS
It takes more than a couple of changes to see real improvement .
To turn the tide on turnover , you need to be actively involved in making your contact center a better workplace for agents . Focusing on the complete agent experience , from training to community to benefits , is what will attract agents to you and keep them dedicated to your company .
And , along the way , consider agent feedback to ensure you ’ re creating an environment agents want to be a part of and seek out .
Gregg Antenen is the Co-founder and Executive Director at Vistio . In his 25-plus years in the information technology and services industry , Gregg has founded multiple startups focused on combining automation technology , process innovation , and data analytics to improve customer engagement . He previously worked at Conduent , Xerox , RSA Medical , and TransUnion .
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