Call Centers Take Steps to Reduce Agent Turnover

The call center managers have to make sure that there is a harmony that has to be maintained amongst the desired call volumes, performance goals slated by the call center and customer service expectations, as well as the needs of the individual agents at the offshore call centers. The agent turnover at the outsourced call centers must be monitored closely by the managers so that there are no risks of degrading levels at all fronts.

The call center has the caliber to face high turnover from the agent base. A reputed call center can easily experience an agent turnover that is as high as 30 percent or even more. In these circumstances, the company employs a trained call center agent for every 3 out of 10 individuals who leave the company. Note that with the call center management encountering high turnover rates of agents, a negative impact lies on the productivity, costs as well as the service quality.

For considerably decreasing the agent turnover in call center companies, a reputed call center management has to make certain efforts. First the call center management has to gauge the turnover, and then make all the efforts required to find out the reasons for that turnover. Having done this, the call center management must come up with plans that help the management to look for ways in improving the work place ambience as well as the working conditions.

The outsourced call center must make sure that the right agents are being hired for the call center duties. There are many challenges that the call center agents and the customer service representatives have to handle daily in the workplace; while hiring the representatives, the call center managers must ensure that the hired individual will be able to handle those challenges and do justice to their role.

The agents must be able to enjoy flexibility in the workplace, so that they can give improved work output. The agents must also get the feeling that they are responsible team members and are part of the company; this should get the agents more engaged in work. Workforce management tools should help a call center to get the right scheduling done. Optimal scheduling enables the agents working in a call center not to be overworked. The managers must also see to it so that the agents adhere to the schedule.

The focus is to create a positive work environment so that the agents provide their best performance and the agent turnover is decreased.