Most companies have teams focused on keeping customers loyal. That’s because everyone knows customer churn costs a business in multiple ways. But often, the same effort is not given to keeping call centre agents loyal and engaged. Perhaps that’s why call centre agent churn is as high as 26% in the UK. Losing agents at this rate obviously costs in terms of budget as you have invested time and training.
But it also has negative impacts on team morale, staff loading and ultimately the customer experience. In fact, agent churn can be a driver of customer churn, creating a very costly negative cycle.
Creating a call centre that is built to keep agents happy, engaged and efficient, is essential to keeping your contact centre profitable. We’ve identified six ways to remove the sources of agent churn and create happier, more engaged and more expert contact centre agents.