1. Improve the working conditions:
Agent satisfaction is the key to reducing agent attrition. This can be achieved by allowing agents the opportunity to work from home, on a flexible schedule, or in an office with an ergonomic workspace. This will make them more satisfied with their work and achieve a healthy work-life balance. Simply put, if you want that each agent loves coming to work, you need to provide them with satisfactory working conditions.
2. Choose the new agents wisely:
As a matter of fact, if someone left their last role as a contact centre advisor after six to nine months, there is a possibility that they will leave again. This happens because agents who leave after this time often do so as they realise that there was not much room for job progression in their previous role. Hiring process needs to be more specific so as to find the most appropriate agents. So, in order to reduce agent attrition, you need to consider this factor to ensure that they are aware of possible growth within the contact center.
3. Try to find the right balance:
Agents who are good at taking calls may not necessarily be good at managing people. However, keeping them in the same position for too long may frustrate them due to the lack of progression and move on. Therefore, it is necessary to find the right balance to curb agent attrition. For this, consider developing leadership in the contact centre to find agents who have the right leadership capabilities, such as organisation, influence, and motivation. Also, ensure you don’t make the decision based on call handling alone. Moreover, if you are seen to be helping the agents progress their skills by developing their leadership, you can lower attrition. This is because they will interpret your actions as preparing them for future opportunities and their betterment.
