June 1, 2017
Agent attrition is one of the most prevalent issues in the contact center. This creates enormous waste in the operation as management needs to regularly commit resources to hiring and training new agents. The best way to retain your agents is to understand why they are leaving in the first place.
We’ve assembled some of the top reasons why contact center agents quit including simple solutions to address the problem. With motivated and engaged agents, your contact center will be more efficient and more successful.
Reasons Your Contact Center Agents Are Quitting
- Even if there is room for advancement, the contact center can feel like a dead end job.
- Customer service requires a certain temperament. Some people are not suited for the work.
- Without the right incentives, agents will burn out or lose interest.
There’s No Quick Fix
Keeping your agents motivated, engaged, and happy is not a problem you can fix overnight. It requires maintenance and consistency. Walk the floor of your contact center and work hand in hand with your agents. This will help you gain a sense of team morale and allow you to identify when an agent may be losing steam. Try to work with them to address their concerns. A little individual attention and recognition can go a long way in retaining your agents.
Download Our White Paper: Happier Agents, Happier Customers to Learn More
Strip away the technology and processes in your contact center, and you’re left with what is truly most important—the agents. Happier agents lead to happier customers, and in this white paper, we talk to three contact center managers who have employed strategies in their own contact centers with great success. From agent attrition to onboarding, workforce management, and contact center environment, this white paper will give you actionable strategies and insights to improve your contact center team. Download the white paper, Happier Agents, Happier Customers today!
Like what you read?
Mindsight, a Chicago IT services provider, is an extension of your team. Our culture is built on transparency and trust, and our team is made up of extraordinary people – the kinds of people you would hire. We have one of the largest expert-level engineering teams delivering the full spectrum of IT services and solutions, from cloud to infrastructure, collaboration to contact center. Our highly-certified engineers and process-oriented excellence have certainly been key to our success. But what really sets us apart is our straightforward and honest approach to every conversation, whether it is for an emerging business or global enterprise. Our customers rely on our thought leadership, responsiveness, and dedication to solving their toughest technology challenges.