Image by Getty Images via @daylife When I first joined the call center industry, I couldn't understand why there were very few tenured agents, and they continue to decrease in numbers as I went along. It was only when I became one myself that I figured the common reasons why call center agents resign.
Unlike any other industries, working in a call center is like being in a swarm of ants where you are surrounded by many people just like you. It was hard to stand out, while authority figures are very visible since they seem to hold all the cards. Because of that, a call center agent experience very little flexibility that any creativity or individualism was hard to express.
The following are the most common reasons why agents resign and some tips on how to boost retention.
- Burn- out
The stress of dealing with difficult people day in and day out, and repetition of calls, spiels, and issues naturally leads to burn-out.
TIP: Show encouragement, support, and motivation just to make the agent feel that the management understand what they go through everyday. A little gesture of appreciation for their hard work may lift up an agent's spirit.
- Highly Structured Environment
Most typical among call centres are their strict rules on schedule adherence. An agent is expected to follow strictly the time to be on and off the phone, breaks, talk time, after call work, etc, coupled with call monitoring and target goals.
TIP: During the hiring process, make it a part of the orientation to let the candidate understand the nature of the job which should include the negative side of it. If something is expected, it will not be difficult for an individual to adopt to certain norms.
- Lack of Growth Potential
When an agent reached that certain point when they feel they have mustered the job and learned all the the skills needed, and there is still no chance for promotion, that's when they start looking for something else.
TIP: Know those agents who have been in the company for a long time. Try to learn how they feel about their position and try to learn what they think about any progress with regard to their job. If they are interested for a leadership position, offer training and leadership programs. If for example, a supervisory position is scarce, give them some other task where they would feel empowered like delegating some of the team leader's task.
- Compensation Structure
Compensation has always been the number one reason why agents resign.
TIP: Communicate with the agents to let them know what they can do to impact their compensation.
- Undeserved Compensation
Be sure to give an agent what they are worth fairly. Try to avoid paying out someone below what everyone else is receiving.
TIP: Just because the agent did not ask for so much during the hiring process, it's never a reason to give him lower salary. Employees will always talk about their salary even if they are advised not to talk about it. And once they learned that they are receiving less, they would feel betrayed.
- Lack of Professionalism
Some of the tenured agents may have become too comfortable with the company that they tend to act unprofessional which include how they dress up, lack of courtesy in how they speak or treat one another, etc. A new agent may feel uncomfortable that he may want to look for another working environment.
TIP: Uphold the standard that the company have always enforced and be consistent.
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2 comments:
I think companies should really be into their employees and reach out. That can help both parties in so many ways.
Great update..keep posting. Thanks!
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