If you’ve ever managed a call center, chances are you’re familiar with the constant cycle of agent churn. You invest time and money into building a skilled employee, they gain experience and become valuable, and then they leave. Deloitte reports that large call centers with over 500 agents suffer from turnover rates of 50% or higher annually—and the number significantly increases in certain countries and industries. The churn process repeats itself time after time.
But this process is more than expensive and time-consuming; it leads to poor customer experiences and drastic inefficiencies where it matters most. No company can afford an unhappy agent who’s on their way out—especially when the typical customer service representative interacts with current and potential customers approximately 1,000 times a month.
Seeing as there is growing research showing that engagement is directly correlated to sales, service and more, there is incredible value in creating a call center that is built to keep employees happy, engaged and efficient. To do so, we need to combat the top reasons agents leave through objective and helpful feedback, acknowledgment and incentives for good work, and providing them with the right tools to do their job with excellence.