After a tough selection period, you have found a great colleague for your contact department. We clicked, his telephone skills were impressive and he fit in well with the team. Delightful! After a pleasant familiarisation period, your contact department is really up to speed. Your KPIs are in the green and your customers are satisfied. What can still go wrong? Well, the resignation letter on your desk. Your great employee quits again and the whole process starts again from the beginning.
Staff turnover in call centres has many disadvantages and is above all very expensive. Changing team compositions are bad for the working atmosphere and, with a bit of bad luck, you could end up in a downward spiral. There are various causes for staff turnover in call centres: education, training, outdated technology and lack of career opportunities top the list of reasons why agents throw in the towel. Followed by dealing with angry customers on the phone.
In this blog, we list a number of causes for staff turnover in call centres and tell you how to prevent it.
1. Prevent staff turnover in call centres with good training and coaching
When asked why agents leave a call centre so quickly, the answer invariably comes back that they want to be able to help customers. It is mentally very challenging to always be on the front line helping people. We rely on agents to help with a wide range of needs, including technology, healthcare, housing, finance, utilities, entertainment, travel, and internet access. But the world of agents has really become more complex, partly because of outdated technology.
Training is a major cost to the industry and CX leaders often face 40% agent churn. 51% of poorly trained agents are pessimistic about their careers – which can lead to poor performance, dissatisfied customers and burnout. In contrast, 61% of agents who did receive good training feel optimistic.
All too often, companies look for ways to reduce training time, but in the long run this will only cost you time and therefore money. Poor training gives agents low confidence and their competencies are not the best, which increases the chance that they will drop out.
2. Provide good technological support
There is a strong link between how satisfied or adequate an agent finds the technology in his company and how happy he is at work. Investment in new technology is therefore important for staff turnover in call centres. 45% of agents feel that technological advances in call centres are lagging behind. 37% say that current technology is not helping them complete tasks faster or is not doing what they want, and another 43% experience that their systems are crashing.
There’s nothing more annoying than working inefficiently and wasting your time on tasks that could be automated. With customer contact software such as Steam-connect, you ensure that your agents handle all their customer contact in one system. Manual tasks are automated and endless searching for customer details is a thing of the past.