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Attrition Part 2: Reasons Agents Leave and How to Keep Them

Posted by Clarissa Gotsch on Jul 12, 2017

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Missed Part 1? Click here to read Attrition Part 1: The Real Cost of Agent Attrition. 

A big area of oppourtunity for improving customer service, is alleviating attrition. For most call centers, the agent attrition rate  usually hovers around 30%. Which means, 1 in every 3 agents are new, and less productive than their longer standing, and more productive counterparts who have been on the job for at least 6 months. But in order to alleviate attrition, we must first understand the reasons why agents leave or let go, and then find their solutions. Hopefully this list of problems and solutions will provide you a launching point to alleviating attrition within your own company. 

Of those who leave or are let go, it is usually because: 

1. They want to make more money.

2. The job is not what the agent expected.

3. The agent isn't a good personality fit for the job.

4. The agent doesn't have the right skills to perform the job.

5. There is no clear career path for advancement within the company.

SOLUTIONS FOR MITIGATING ATTRITION

THE PROBLEM: They want to make more money.

THE SOLUTION: Offer a more competitve salary and automatic yearly raises, if possible. 

THE PROBLEM: The job is not what the agent expected.

THE SOLUTION: Make sure that during the hiring and training process that the job is thoroughly explained and all job descriptions and expectations about the job are as accurate as possible.

THE PROBLEM: The agent isn't a good personality fit for the job.

THE SOLUTION:Tailor a more vigerous hiring process to weed out those who might not be a good fit for the job.

THE PROBLEM: The agent doesn't have the right skills to perform the job.

THE SOLUTION: Make sure that the training provides the agent with an oppourtunity to grow the skills that they need to perform well, and to practice calls before interacting with customers on their own. Training and coaching on week points per individual also helps to improve a CSR's skillset.

THE PROBLEM: There is no clear career path for advancement within the company.

THE SOLUTION: Ensure that there is a clear path for advancement within the company (eg. CSR up to Ops Manager and beyond).

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Tired of dealing with the problems that come with running a call center? Another option to consider is letting someone else make the calls for you, and outsource your call center. By hiring a company who handles thousands of calls on a daily basis, you can improve your call productivity, overall quality, and ultimately, your bottom line.

Anomaly Squared is a fully US-based, award-winning call center with multiple locations that has the capability of handling any volume of calls, for any type of client. Click the banner below to find out more. 

Call Center Outsourcing Flowchart to help you make a decision 

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