3 . MONOTONOUS AND REPETITIVE TASKS
The repetitive nature of call center work can contribute to agent dissatisfaction . Answering similar inquiries or dealing with difficult customers ( repeatedly ) can lead to boredom , undue stress , and a lack of motivation , ultimately driving employees to seek more engaging roles elsewhere .
4 . WORK-LIFE IMBALANCE
Contact center schedules often include irregular working hours , evening shifts , and weekend work , disrupting the work-life balance .
Agents may find it challenging to maintain personal commitments , resulting in increased stress and a desire to seek alternative employment options with more favorable schedules .
Certainly , the introduction of work-from-home options has provided call center agents with greater flexibility and worklife balance .
For many agents , the ability to work-from-home is a key driver . This is supported by a study by Owl Labs in 2021 that reported that 32 % of employees would quit their job if they were not able to continue working remotely . Despite the benefits , managing remote teams has challenges related to oversight and culture .
ORGANIZATIONS PRIORITIZING FIT IN THEIR HIRING PROCESS CAN ENHANCE EMPLOYEE ENGAGEMENT , RETENTION , AND PERFORMANCE AND FOSTER A POSITIVE AND COHESIVE WORK ENVIRONMENT .
5 . LACK OF GROWTH OPPORTUNITIES
Limited opportunities for career advancement within the call center environment can demotivate agents . If agents feel that their professional development is stagnant and there is no clear path for growth , they may be more likely to seek opportunities in other industries or organizations .
6 . INADEQUATE COMPENSATION AND BENEFITS
Compensation plays a significant role in employee retention , particularly at entry-level positions . If call center agents feel that their pay does not adequately reflect their efforts and challenges , they may be inclined to seek higher-paying positions elsewhere .
Additionally , a lack of comprehensive benefits can further contribute to attrition . This is where it makes sense to take a good look at the cost to replace the agent versus a modest adjustment to compensation .
7 . INSUFFICIENT TRAINING AND SUPPORT
Inadequate training programs and a lack of ongoing support can leave agents frustrated and ill-equipped to handle customer inquiries effectively . Research by ICMI indicates that organizations with more comprehensive and ongoing training experience lower attrition rates compared with those with inadequate training .
FOUR WAYS TO CONTROL ATTRITION
While it is important to note that every contact center ' s circumstances will be different , here are four key areas to consider to reverse the attrition trend .
1 . HIRE FOR “ FIT ”
AGENT ATTRITION
Having the right number of agents with the right skills is crucial to contact center management . However , even more important is hiring for “ fit .”
The impact of hiring for fit can be seen in various areas , including employee performance , engagement , retention , and overall organizational culture . A 2017 study by Gallup found that when employees strongly agree that their organization hires the right people , they are 21 % more likely to be engaged and 59 % more likely to say they have the opportunity to do what they do best every day .
Hiring for fit is also associated with improved employee retention . The Society for Human Resource Management ( SHRM ) reports that organizations that prioritize cultural fit in their hiring process experience a 35 % decrease in turnover rates . When employees feel aligned with the organization ' s values and work environment , they are more likely to stay with the company for the long term .
While these statistics demonstrate the importance of hiring the right person with the right fit , it ' s essential to note that achieving the right fit is a multi-dimensional process . It involves evaluating skills and qualifications and assessing values , personality traits , work styles , and cultural alignment .
Organizations prioritizing fit in their hiring process can enhance employee engagement , retention , and performance and foster a positive and cohesive work environment .
2 . ONBOARD NEW AGENTS EFFECTIVELY
The quality of your onboarding process for new agents is critical to their success and retention within an organization .
Most contact centers find the highest turnover among entry-level or newly hired agents . A well-executed onboarding process sets the foundation for new agents , equipping them with the necessary knowledge , skills , and support to perform their roles effectively .
In addition to comprehensive new hire training on systems , processes , products , and soft skills , effective onboarding demonstrates the organization ' s commitment to supporting new agents and their professional development . When new agents feel well-prepared and supported from the start , it fosters a sense of job satisfaction and engagement .
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