It’s no secret, that almost all the call centers, throughout the world, are plagued with one common problem – How to manage high attrition rate ? High attrition means hiring new agents and training them all over again and that eats into a company’s profits like anything. Successful call centers boast about having low rates of attrition and insist that, it is something which should be avoided at any cost. However, it’s easier said than done. Before we try to address its solution, we need to understand why does that happens. This usually happens because of three 3 reasons. These are not easy issues to resolve, and needs a creative approach to address them. Lets try to address them below.
Dissatisfaction with the job / profile – Most of the times, the entry-level job is quite monotonous, least creative and doesn’t challenge the intellectual skill set of an agent. An agent could be dissatisfied as his present profile may not be offering him enough scope of growth either vertically or horizontally. As a manager , the first thing you need to identify is – if there is really a mismatch between an agent’s capability and his profile. If such is the case, you can assign him more challenging job responsibilities. You can even consider a recommendation for him in internal job postings. It is also important to ensure, that the agent has not been shown a rosy picture while hiring. He should have been made clear about his job and work responsibilities from the very start. A clarity about the job profile helps one, overcome the mismatch of expectations.
Dissatisfaction with the salary – Salary is one thing with which an agent can never ever be satisfied. The desire to have more and more never gets satiated. In addition to it, many a times a competitor tries to poach your talent by offering attractive salaries and that disturbs the market dynamics. Salary will always remain a tricky issue where in you can’t do much apart from showing the agent his long-term benefits and career prospects. Another way out is, offer or increase the incentives. Incentives too should be designed in such a way that they should be able to motivate the agents to outsmart their own previous records.
Dissatisfaction with the working atmosphere which includes co workers or higher management – This is another major reason where in an agent decides to quit due to some office level politics or uneasy relation with the management which is usually his reporting bosses. This situation needs a lot of coaching and counseling and moreover you also need to check if the reporting manager too needs an audience .There will always be two sides of the story and you need to satisfy both the parties. Offer constructive feedback, organize team building workshops and so on. In the end, it boils down to, coordination, displaying leadership skills and efficient working within the team. Attrition rate leads to repeat expense and efforts should be made to have specialized people to handle the same. If a call center can lower its rate of attrition , it will lead to huge savings, happy work atmosphere where in the both the center and the agents will be in a win/win situation.
- 3 Reasons the Call Center Is Far From Dead (mashable.com)
- I Quit!! – Why talent walks (hrrev.wordpress.com)
- Is the Offshore Trend Ebbing? (avaya.com)
- PhD Program Attrition Rates (leiterreports.typepad.com)
- Problem Solvers: Call Center Scam (fox4kc.com)
- The Benefits of a Call Center For Your Business: Upcoming Webinar (networksolutions.com)
- Gen Y Agents: Our Future Leaders (greencontact.wordpress.com)
- T-Mobile Call Center Layoffs Results in AT&T Disingenuous Attack on FCC (maneeshpangasa.wordpress.com)