Agent attrition is a persisting issue in the call center industry. Not only is it costly, but, it’s also damaging to employee morale, productivity, and company growth.
When taking into account how expensive it is for a company to replace employees, it goes to show that employee retention should be a priority in an organization’s overall business strategy.
As a business owner, you need to come up with sound strategies geared towards making your best call center agents stay.
But before you can do that, you need to know first the top reasons why agents quit in the first place.
Let’s proceed, shall we?
When a call center agent feels that he isn’t provided enough opportunities for career growth, disillusionment and fatigue will set in sooner or later.
Employees who are made to feel that they are “standing still” within an organization despite their hard work are more likely to feel unmotivated, resulting in poor performance and eventually resignation.
A call center that requires agents to exert a huge amount of effort to successfully perform a job is a breeding ground for burnout.
Work overload in the call center happens when there’s high-frequency customer contact, overambitious performance targets, infrequent breaks, and overbearing work schedules.
Agents who feel that they are overworked to exhaustion on a regular basis eventually lose their enthusiasm for the job, causing them to quit and seek other organizations who recognize their need for work-life balance.
When a call center’s management team imposes rigid rules and monitors employees excessively, employee turnover tends to increase.
That’s not in the least surprising. According to a research conducted by the University of Birmingham, autonomy in the workplace can positively impact well-being and job satisfaction.
If you keep your agents on a short leash, they will eventually feel that the company doesn’t respect and care for them.
So relax and give agent enough room to breathe. Allow your employees to act like normal human beings (within reasonable limits, of course) and they will be grateful for it, thus motivating them to stay with the company.
Employees tend to seek greener pastures if they are made to do repetitive tasks.
People crave variety, even at work, and they are more likely to feel engaged with their job when they are assigned to handle different tasks every once in a while.
Besides, ambitious employees crave challenges. By giving them more opportunities to hone their talents and make the most of their skills, chances are they’ll feel more satisfied with their work.
Some employees eventually quit when they realize that they don’t have the skill-set or the inclination to do the tasks the job requires of them.
To reduce such incidences, the recruitment team should properly orient potential candidates about the scope of their responsibilities and define the skills required for the job.
Poor recruitment processes not only reduces employee turnover, but they also reduce the costs involved in recruitment and training. The result? A better bottom line, of course.
Employee retention has become a significant concern among businesses, even more so in the call center industry. As a business owner, you’d do well to implement and adopt business practices that can alleviate the problems that were discussed in this article.
By taking proactive steps that minimize stressors within the call center, your employees are more likely to stay and to do their best work every single day they’re on the job.
Publish Date: March 5, 2018 5:00 AM
ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.
neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.
|2.)||Call Center Studio|
Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.
|4.)||Lieber & Associates|
Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.
Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.
Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.
Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.
Call recording solution fully integrate to all main pbx solutions.
|9.)||Teckinfo Solutions Pvt. Ltd.|
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.
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