An attrition refers to a common problem when call center employees feel stressed, unrecognized or underpaid. It can further be defined as the rate at which members of staff voluntarily leave the workforce over a given period of time. A thorough understanding of all of the reasons employees resign from call center positions can help determine which factors contribute to the call center’s attrition rate. Thereafter employing effective strategies can help combat this situation:
1. Optimized recruitment:
Hiring the right agents for your team is the very first step in curbing agent attrition. Implementing a referral program as well as allowing agents to work from home can help increase the quality of applicants. Consider personality, communication skills, cultural fit, team-oriented attitudes and the skills of the applicant, while hiring. A clear description of job roles, common tasks and performance expectations will help them know what is expected of them and can opt out of the job if it is not a suitable one.
2. Work towards the empowerment of your team:
Agents should have clearly defined expectations, receive feedback based on these expectations and should know who to talk to when they have an issue or concern. Moreover, they should be involved in business decisions, informed about company goals and strategies and be polled about their experience working in the company. Establishing clear communication channels and including agents in decision-making processes will make them feel more empowered and motivated. This will further reduce the problem of agent attrition.
3. Provide your agents with progressive software and applications:
Providing your agents with progressive call center software that is easy to learn and use, can help them start working sooner and be better at what they do. Providing them with adequate software and applications increases the agents’ satisfaction with their work and reduce agent attrition.