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Turnover a New Leaf: Reduce Attrition and Improve Agent Engagement
The call center agent’s job isn’t an easy one.
Most of the day is spent interacting with customers and keeping them satisfied. When time permits agents may be asked to complete training and coaching activities that enable them to do their job well. But finding the time to train, coach and even communicate with agents remains a challenge for many centers. And as transaction types become more complex, the agent learning curve has become even steeper. Many agents become frustrated with the endless grind, lack of variety and end up walking out the door not long after they get their first few paychecks. And every time an agent leaves, it means big bucks for your company.
So – how can you reduce attrition in your call center and stop the madness? We turned to our Productivity Plus panelists to better understand turnover and agent disengagement. Download this white paper to learn how to reduce attrition and improve agent engagement in your call center.
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