Tackling High Agent Turnover Rates with Scheduling Software
It’s no secret that call centers have high agent turnover rates. Not only are high turnover rates generally a hassle, but they also come at a high cost. For every agent that leaves, more time and money need to be allocated to hiring and training a new agent. Not to mention the drain in morale that occurs when the call center appears to be a revolving door.
So what can managers do to stop so many agents from leaving? First, it’s important to understand why a call center has high turnover rates. There are a number of reasons an agent may choose to leave, and they’re different at every call center. For instance, one manager may not be the best at hiring the right people. During the interview process, hiring managers should be on the lookout for people who actually want the job, instead of just hiring anyone who may leave quickly. Some call centers may not pay enough or have competitive benefits, and others may just seem like a dead end to agents. All of these factors play a role in an agent’s happiness, which directly effects how long they stay at the job.
However, one of the biggest complaints agents have is in regard to scheduling. Call center scheduling is imperative to the success of the workforce. There need to be agents on at all times to answer questions from people all around the world. At times, this means scheduling some odd hours. If a call center has early morning hours or late night hours, it needs to make sure that the same agents aren’t repeatedly getting stuck with those shifts. Constantly getting to work at 5 a.m. would drain anyone, so managers need to make sure they’re switching up shifts.
One way to do this is through call center scheduling software. There are a number of providers, including Monet Software (News - Alert), which can make sure agents are being treated fairly. Software will not only make agent shifts easier to track, but will also allow managers to evenly distribute hours. By using call center scheduling software, managers can hope to diminish agent turnover rates.