How To Avoid Agent Churn Successfully

Hanna Walther, Ytel |  

It's no secret that working in a call center is a fast-paced, stressful and high energy environment. Not everyone can handle that atmosphere, and some will end up quitting shortly after they're hired.  Agent churn is one of the quickest way that call centers fail. The less staff you're operating with, the more stress you're putting on the employees you do have. Stress is one of the biggest contributors to why people quit. As a business owner, you can take particular steps to avoid this completely. Read on for more!
Reduce Agent Churn in the Contact Center

It's no secret that working in a call center is a fast-paced, stressful and high energy environment. Not everyone can handle that atmosphere, and some will end up quitting shortly after they're hired.  Agent churn is one of the quickest way that call centers fail. The less staff you're operating with, the more stress you're putting on the employees you do have. Stress is one of the biggest contributors to why people quit. As a business owner, you can take particular steps to avoid this completely. Read on for more!

Reduce Agent Churn in the Contact Center

According to Toolbox, the average call center CSR (customer support representative) lasts about six months, while call centers have a 40 percent average annual turnover rate. Here are a few support items you can invest in to keep your agents satisfied and keep churn to a minimum;

Surrounding Staff


Most people have had the misfortune of having a co-worker who makes their workday much worseThey could be negative, a bad influence, or just unfriendly; whatever the reason, it's enough to spoil someone's experience. Make a serious effort to weed out these types of people upon hiring, so they don't scare away the good employees! 

Workload


Make sure your agents have plenty of work to do. Boredom often equates to unproductive energy, and that can be very contagious. Avoid low productivity and laziness by cross-training your employees. As they show the time management skills and interest in more work, train them how to do more than one job. Twice as effective, and at the cost of one employee!  


Hiring


Make hiring a top priority. Keep in mind that inbound and outbound call centers are very different and require a different type of person for each one. If you hire the right kind of people for your business from the start, you'll be able to avoid losing employees and having to make up for your original bad hires. You can find more tips on hiring here.


Feeling Valued


If your team feels like the work they're doing is noticed by management and is really benefiting the company, they will be encouraged to continue down that path. Humans desire approval by the people around us, and this is no exception to that rule. When your agents do great work, recognize them for doing so. You will be surprised at how well they respond and the motivation it supplies them with long-term.


Opportunities

If an opportunity arises and you can offer your employees a promotion or a pay raise, do so! Everyone is working so they can make ends meet, and if you're able to make this an easier process for them, you should. They will thank you endlessly for that, through hard work and dedication to your business.

Keeping your agent retention high is a great business goal, and it's very attainable. Take the necessary steps to protect and nurture the employees who are building your business up, rather than tearing it down. The rest will fall by the wayside. 

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About The Author

Hanna Walther, Ytel

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Hanna manages Ytel's Communications strategy and has worked in Marketing for five years. She has a Master's in Communications and is passionate about connecting customers and businesses by building authentic relationships online.


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