Customer service agent turnover is notoriously high. That’s why companies that know how to reduce attrition in a call center—and keep it low—have an advantage. After all, research shows that churn costs businesses $15,000 per agent that resigns. That can add up quickly, with attrition rates in call centers as high as 30 to 45%—or double the national rate for all other types of workers.
So what are some of the most effective ways to reduce attrition in a call center and keep it low? For answers, Customer Contact Week (CCW) Digital turned to contact center executives and leaders from related fields in operations, marketing, digital strategy, and IT to understand what steps they’re taking to tackle high agent turnover. CCW Digital published their findings as part of “Future of the Contact Center: A Forecast,” a report sponsored by our team here at Stella Connect by Medallia.
Here are the top strategies they shared.
Want to Know How to Reduce Attrition in a Call Center? 5 Ways to Keep it Low
#1: Elevate your call center training and coaching
About 44% of the contact center leaders CCW Digital surveyed say they are focusing on improving call center training and coaching as a way to boost agent retention.
Ready to step up your call center training? Check out these handy guides:
- 6 Tips for Building a Customer Service Training Program
- eBook: Customer Service Coaching Plan: 9 Tips for How to Coach More Successful Agents
- How to Create the Best Customer Service Training Program for Your Contact Center
#2: Provide a clear career path
It’s the age of the employee and the Great Resignation, and one powerful tool employers can use to retain their best people is to offer clear career path options. That’s an approach 37% of leaders surveyed by CCW Digital plan to use.
Looking for guidance on creating opportunities for growth potential within your organization? Download a copy of our Creating a Customer Service Career Path for Your Team eBook.
#3: Strengthen agent motivation
Research presented in the “Future of the Contact Center: A Forecast” report indicates that more than one in three contact center leaders (38%) plan to increase their team building efforts and a similar percent (37%) intend to expand their agent perks, rewards, and, incentives as tactics to reduce attrition in the call center.
Some of our favorite low-effort ways to strengthen agent motivation?
- Send out a “weekly wins” email highlighting the team’s big achievements
- Share Kudos for a job well done via a dedicated Slack channel (Find out how Resident shares positive customer feedback agents receive over Slack in real time.)
- Use team leaderboards to showcase and rank agent-level average customer ratings
For more suggestions that deliver, check out our Guide to Contact Center Motivation.
#4: Create an employee rewards and recognition program
Employee rewards and recognition programs offer a variety of benefits, including:
- Reducing agent attrition
- Increasing employee engagement
- Elevating customer satisfaction
It’s no wonder then that a greater share of companies plan to increase perks and rewards for employees (37%) than those that are considering boosting their employees’ base compensation (21%), according to “Future of the Contact Center: A Forecast.”
Want to offer rewards and recognition that will really make a difference when it comes to reducing attrition in your call center? Check out the following resources that dive into this important topic:
- Guide to Building a Rewards & Recognition Program
- How to Identify Which Call Center Incentives Are Right for Your Agents
- 12 Rewards and Recognition Ideas for Customer Service Teams
#5: Empower your people with insights and ownership over their agent-level performance
More than one in three contact center leaders surveyed by CCW Digital say they want to improve their call center metrics, score cards, and performance reviews and another one in four say they want to give employees more autonomy to help reduce agent attrition.
These are efforts Jet.com, which has hundreds of customer service agents and enjoys an impressive overall customer rating of 4.6 out of 5 stars, has taken. The company empowers the call center team by offering agents insight into their real-time, agent-level feedback.
Getting customer feedback directly in the hands of employees can improve agent engagement by letting team members see the immediate impact of their work and help them easily pinpoint what they’re getting right and where there’s room for improvement, eliminating potential confusion, doubt, and ambiguity that might otherwise contribute to agent stress, burnout, and, ultimately, churn.
Reduce Your Call Center Attrition Rate with Stella Connect
With our industry-leading call center technology solutions for improving agent engagement, offering agent rewards and recognition, and optimizing customer service team coaching sessions, Stella Connect enables call centers across industries to drive agent retention.
Request your demo today and see for yourself why best-in-class brands like ESPN and FabFitFun have teamed up with Stella Connect to elevate their customer service programs and reduce attrition in the call center.