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3 Tips to Minimize Agent Turnover in Your Business - The Connection - Blog

3 Tips to Minimize Agent Turnover in Your Business

According to the U.S. Contact Centre Decision Makers Guide, call centers saw an average of 60% agent turnover rate by mid-2017. Unfortunately, this rate (or much higher) is common in the industry, and continues to be among the top issues faced by call center managers. However, there are steps you can take to retain hard-working, loyal employees.

Here are three tips to help minimize turnover in your call center.

Careful Hiring Practices

Most turnover occurs within the first 30 to 90 days of employment. So, the more thorough your hiring process, the more likely you are to reduce turnover. Remember, not everyone is cut out to be a successful customer service rep. The work can be stressful, especially on days when agents have to deal with multiple demanding, unhappy customers.

You want people who are consistently upbeat and empathetic. Create a profile of your ideal agent — their skills and personality traits. Then, search for candidates who match that profile. Testing and pre-employment assessment tools can help. For example, behavioral testing will help you (and the candidate) learn if they have the right temperament to be a CSR. Skills testing confirms they can type at required speed and handle other tasks.

In the interview, ask questions. Discuss the product or service they will be representing. Some people will come right out and tell you that they wouldn’t feel sorry for someone having an issue with that product. Now that’s a red flag!

Conduct background checks, too. This verifies the candidate’s personal information, and it helps ensure workplace safety.

A second interview helps, and in general, give yourself enough time to be thorough. If you are hiring in a hurry, people may leave in a hurry!

Proper Training

Once you have selected the best candidates, training is critical. New hires often quit because of inadequate training. They get nervous, flustered, and frustrated. So, tempting as it is to get agents online and “earning their keep” as quickly as possible, remember that turnover is very expensive. Cutting that corner is a sure ticket to spending the time, money, and resources to recruit a replacement.

As part of training, include tests and exams. Find out where the teams’ weak points are. Retrain right away before they hit the floor, feel inadequate, and quit. Investing more in up-front and ongoing training almost always provides a greater long-term return.

Once the classroom training is complete, leave time for nesting on the floor. Easing new agents into their job by using experienced reps and/or supervisors as mentors is a great way to make those first calls less stressful. It also shows care and builds trust between the new agents and the management and supervisory teams. This goes a long way toward agents giving you the benefit of the doubt when there is an issue instead of simply walking off the job.

Remember, the number one reason employees leave is because of their supervisor. Take the opportunity during training and nesting to build bonds and trust that will make a difference, and ensure that your supervisory team is up to the job.

Meaningful Incentives

Retention is no accident. With today’s extremely low national unemployment rate (3.8%), good candidates are at a premium. Your agents could go looking for — or be lured away to — greener pastures. However, they are much less likely to leave if they feel happy and appreciated in their position with your call center. So, how do you incentivize your agents?

  • Offer competitive pay and benefits Be as flexible as possible in scheduling
  • Give agents the authority to get creative, if necessary, to make callers happy
  • Find ways to add fun to break times, or provide free snacks to keep everyone well-fueled
  • Thank them for a job well done

By hiring the right people, training them thoroughly, and creating an environment that makes them feel valued, you will have a happier, more productive workforce that will greatly reduce agent turnover and greatly increase customer satisfaction with your call center.


Publish Date: June 19, 2018

2023 Buyers Guide Business Continuity


CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

OpsTel Services

The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)


VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.

Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.

View more from The Connection

Recent Blog Posts:
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Interpreting a Call Center Metrics Dashboard with The Connection®February 13, 2020
Benefits of Outsourcing Your Appointment Setting ServicesJanuary 30, 2020
Customer Service Trends to Look Out for in 2020January 16, 2020
Causes of Inaccurate Call Center Workforce Forecasting & How To Avoid ThemNovember 21, 2019
Call Center Staffing: Best Practices for an Outstanding TeamOctober 31, 2019
It's All in the Numbers: Your Ultimate Guide to Call Center MetricsOctober 17, 2019
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