Employee Engagement Techniques for Contact Centers to Reduce High Turnovers

By Sarah Hall

The staff turnover is one of the biggest problems that contact centers face today. It has a huge impact on the costs and the quality of service. According to the 2016 US Contact Center Decision Makers’ Guide from ContactBabel.com – the Average annual turnover rate for a customer service representative (CSR) was 29% – an “average lifespan” for a call center worker in the USA was approximately 3.3 years – with quit rates representing 60% of Total Turnover.

Year-end Mean annual agent attrtition rate Median annual agent atrrition rate
2008 42%
2009 34% 24%
2010 32% 20%
2011 27% 16%
2012 27% 21%
2013 27% 19%
Mid-2015 29% 18%
Mid-2016 29% 20%

The rate of turnover differs by geography, employment factors and by industry. There is a lower turnover in more specialized, higher level jobs and in union environments.

Turnover rate is much higher in routine, order-taking positions or in outbound telemarketing where burnout is high. Larger Contact Centers tend to have higher turnover than smaller ones.

Staff attrition has consistently been quoted as one of the major worries of contact center management.

A high level of unchecked attrition has a two- headed effect: First, it raises recruitment and staffing costs; Second, it has a ripple effect that can cripple a contact center’s ability to provide an acceptable level of service, creating a negative customer experience, and placing massive stress on those agents who are left.

Regardless of size or industry sector – over time it is a statistically inevitable reality that the demands of call center work causes exhaustion and apathy – and turnover.

Reasons Why Contact Center Agents Quit or Get Terminated

What are the reasons behind the high turnover rate? Like most situations, the answer cannot be reduced to a single factor, but is instead a combination of workplace environmental influences.

  1. Wrong Candidate for the Job – Just because someone can use a telephone it doesn’t mean that they’re cut out to work in a Contact Center. Employers need to be able to weed out the job candidates who aren’t suited for the work – and identify the people with the personality/job fit/soft skills motivation & work ethic to be (above average) agents.
  2. Incomplete or minimal training – Everybody knows the story. Due to increasing customer service demands and decreasing numbers of agents, cuts must be made somewhere, and training time is often where the axe falls. While companies who invest less in agent training to not lose as much investment when an agent leaves the company, they suffer indirect losses in other ways. Customer services levels, for instance, are directly affected by the skills of the agent. Those skills must be developed and nurtured to deliver superior customer service. Most of the time, customer service agents are entry-level employees who have little or not experience working in a call center. Without proper training, Go to the full article.

    Source:: Business 2 Community

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