Improving agent attrition has always been at the top of the call center’s list. Yet, many have found they make little progress (most figures show a constant of 30 percent). When trying to tackle this problem, the biggest impact facing call center’s are the costs.
Agent attrition costs more than we realize
The cost to hire and train a new agent is huge. According to research conducted by ContactBabel, each time you recruit, screen, train and send out a new agent, they cost about $6,000. If you have a large call center with hundreds of seats, and you have the normal 30% attrition rate, your yearly cost is enormous. Especially now, with managers being asked to cut costs, attrition is something that can’t be afforded.
It’s agreed that newly hired agents don’t provide the same quality of service as more experienced agents. If there is a large turnover rate, plus a large amount of customers dialing in, customer service quality is going to take a hit. Negative outcomes, such as the inability to resolve a call will make the agent inexperience apparent to the customer, and they will be more likely to take their business elsewhere. Which, is something that no business wants, to lose a customer.
With the increased focus on the value of the call center for the success of a business, it can be a struggle to effectively manage attrition. Call centers have accepted these high costs as part of the norm and see the losses as something that is expected. However, with all of its costs, it’s extremely important that call centers try to retain their top agents as they can make a huge difference.
Truly change attrition
To truly change attrition, call centers must take a good look at the most critical causes that are causing the high costs and implement changes.
About the author: Nicole is the Marketing manager with the Playvox team. Playvox is a platform that uses gamification, learning and social tools to make call centers better places to work.