There is no single reason for high turnover in contact centers. Common reasons include strained relationships between agents and supervisors, poor hiring decisions, lack of career path, limited skills development, and the list goes on. Some of these are just a fact of life in the contact center. The environment can be a stressful place to work, and many of the agents are relatively inexperienced and transient. With the increasing trend of at-home agents, you have less exposure to the work habits and behaviors of these agents and they often feel isolated and ignored. The sheer volume of hiring means that some percentage of bad hires will slip through the cracks.
But for the agents who want to be there—and who you most want to keep—there is a proven approach that has increased agent satisfaction and reduced attrition for service organizations in the highest volume industries. Effective performance management.
In this paper, we’ll highlight the core best practices in managing for performance that lead to reduced turnover and the benefits related to higher agent tenure.