Important call center metrics: Agent turnover

Working in a call center is demanding due to the nature of fluctuating call volumes, emotions calls, and time pressure. As a result, many call centers experience a high turn-over. It’s not uncommon that some centers experience 30% or more – meaning that 3 out of 10 people leave and need to get replaced and trained. A high turnover has a negative impact on costs, productivity and service quality of the center.

How can you reduce turnover in a call center? First, you need to measure your turnover, and try to identify and track the reasons for the turnover. Second, you need to find ways to improve working conditions – here is a list of tips and ideas where to start :

Hire the “right” people – make sure you understand the challenges of your customer service or call center work and select people that can best deal with it

Engage – make agents part of the team by listening, encouraging them to make improvements, etc.

Flexibility – Providing more flexibility in their work schedule is a great way to motivate your team

Schedule – Use good WFM tools to create an accurate forecast and optimal schedule resulting in less overworked (and happier) agents

Adherence – Monitor and track schedule adherence to make sure that the call load is spread “fairly”. A few agents that are not in their seats, will cause a lot of “pain” to the rest of the team.

Create a positive work environment – culture, office space, equipment, etc.

For more ideas and tips on call center agent motivation, please read our previous blog post.

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