Call Center Management Feature Article

July 27, 2011

Tips Call Center Management Can Leverage to Reduce Agent Turnover

By Susan J. Campbell, TMCnet Contributing Editor

The dynamic environment of the call center makes it a challenge for any leader seeking a balance between anticipated call volumes, the needs of individual agents, customer service expectations and performance goals established by the organization. Call center management must also keep a close eye on agent turnover or risk degrading levels on all fronts.

This recent Monet Software blog explored this concept in more depth, highlighting the reality that call center management can face high turnover among the agent base. In fact, it is not uncommon for the standard call center to encounter agent turnover as high as 30 percent or more. In such environments, three out of every 10 people leave the company and must be replaced by another agent who must be trained.

When call center management is dealing with high turnover, the negative impact is felt on costs, productivity and service quality. The good news is that there are effective ways to reduce turnover in the call center. The first important step for call center management is to measure turnover, and then try to identify and track the reasons for that turnover. The second step is to identify ways to improve working conditions.

Monet Software offers a few specific tips call center management can use in their environments to improve overall working conditions and reduce agent turnover. A focus on hiring the right people is a good place to start. It is important to understand the challenges facing the customer service or call center work and how to find the people best suited to handle it.

It is also important to engage agents, making them feel as though they are part of the team. This happens through listening, encouraging them to make improvements and more. Flexibility is another area where call center management can make a difference. When agents have the necessary flexibility in their work environments, they are more likely to flourish.

Designing the right schedule is another important step for call center management. This task is one made quite a bit easier with workforce management tools that allow for the creation of an accurate forecast and optimal scheduling. The result is an environment where agents are not overworked and ultimately happier.

Adherence to that work schedule is an important focus for call center management as the call load should be spread in such a way that is fair to all involved. When a few agents are not in their seats, the result is easily a lot of pain for the rest of the team as they scramble to handle the call volume.

Finally, call center management has the opportunity to impact agent turnover the most when a positive work environment is created. This means a clear focus on the culture, the office space, equipment and a more focused dedicated to creating a positive work environment that will motivate employees to perform at their best.

 

 

Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.

Edited by Chris DiMarco

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