How to Improve Employee Retention in Your Contact Center

Posted by 3CLogic on Nov 10, 2021 11:00:00 AM

Agent retention has long been a challenge for contact centers. With annual turnover rates well above those in other industries, the issue is hard to ignore. In fact, a recent ICMI survey shows the average contact center’s agent turnover rate was 58% year over year. When you factor in the associated costs, such as expenses related to recruiting and onboarding new agents, the issue of high employee turnover becomes downright painful.   

Not convinced? Consider the additional effect on employee morale, the ongoing loss in intellectual property, and the long-term implications for the customer experience — the costs can grow far beyond immediate operational expenses. 

So why is high employee turnover so common among contact centers?  There are a number of reasons. According to a report from research-driven AI company ASAPP, the primary reasons for contact center attrition are:

  • Inadequate training
  • Low-quality feedback from supervisors
  • Metric standards that don’t make sense
  • Technology that isn’t up to par
  • Rude or aggressive customers

Regardless of whether you’re just getting started or representing a large enterprise, employee turnover is nothing to ignore. Follow the strategies below to improve employee retention in your contact center. 

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Topics: employee retention, agent retention, agent training, agent turnover

3 Tips for More Effective Agent Coaching in Your Contact Center

Posted by Rachel Brink on Feb 24, 2016 8:46:07 AM

According to Contact Center Pipeline’s recent survey, the biggest challenge for today’s contact centers is high attrition rates—something that should come as no surprise when considering the average call center faces an average annual turnover rate of nearly 33%. And when asked what conditions must be present to create satisfied employees, 67% of contact center managers said relevant and sufficient training (Jabra). In fact, 41% of employees plan to leave those organizations with a training score of “poor”, as opposed to just 12% from those with a training score of “good”. So what are a few ways call centers can more effectively train and coach their employees to create a happier work environment and reduce attrition rates? Consider the following:

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Topics: call center, contact center, contact center solution, agent training, agent coaching

3 Tips to Effectively Train your Call Center’s Agents

Posted by Rachel Brink on Feb 26, 2015 11:47:43 AM
Costing roughly $5,800 annually, employee acquisition and development is one of the more expensive and time-consuming line items on any company balance sheet. As it relates specifically to the call center space, an industry that has long been associated with extremely high employee turnover rates and low employee engagement, many managers have increasingly sought to mitigate the impact of low employee retention by enhancing the quality of their training programs. And with just a moderate 2% increase in employee productivity generally covering the entire cost of any training initiative, it’s hard to argue against the investment.
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Topics: contact center software, call center software, best business practices, virtual assist, agent productivity, agent retention, agent training, agent turnover, business intelligence, gamification, employee turnover, employee engagement, agent attrition, agent coaching

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