Call Center Management Feature Article

August 03, 2011

Agent Turnover Frustrating for Call Center Management

By Susan J. Campbell, TMCnet Contributing Editor

Those who yearn for excitement, intense pressure and challenges around every corner are the same individuals who search out positions in call center management. This environment is never dull, always presents high intensity and is constantly evolving as the market changes and consumer demands become more specific.

With so much going on all at once, it can be a challenge for those in call center management to focus intently on protecting the agent base. As a result, agent turnover can be high, costing the organization more money than necessary to provide quality staff. According to this Monet Software blog, it is not uncommon for a contact center to experience as much as 30 percent in agent turnover.

High turnover negatively affects the call center’s bottom line, as well as overall customer service. When agents leave, new individuals need to be recruited, hired and trained. Such activities take time and in the process, the call center itself can be short on the proper number of agents to handle anticipated call volumes. Call center management can make an impact by changing their approach to agent management.

Agent turnover can be reduced in the call center, but it does take a focused approach. First, call center management needs to measure turnover, and then try to identify and track the reasons this turnover occurs. At that point, call center management can clarify ways to improve working conditions. With the right balance within the call center, management can more effectively protect the agent base.

Perhaps the most important point for call center management aiming to reduce turnover is to hire the right people in the first place. This requires that call center management understand the challenges that exist within the customer service or call center environment and hire those best equipped to thrive in that environment. At the same time, it is important to make these agents a part of the team by listening and encouraging them to make improvements.

Flexibility can be critical to an effective environment. Call center management can do well by providing agents with more flexibility in their overall work schedule, which helps to motivate the team. When managers have good workforce management tools, they can also create an accurate forecast and optimal schedule to eliminate an environment of overworked agents.

Schedule adherence is also important. Call center management should monitor and track schedule adherence to be sure the call load is spread evenly – and fairly – across the available agents. When just a few agents are not in their seats, the rest of the team feels the pain. This will help to contribute to the creation of a positive work environment, necessary for a reduction in the turnover rate within the call center.

 

 

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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