Factors to beat the Agent Churn in a Call center

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Agent churn is something which is common in the call centers these days. Now agent churn creates a lot of annoyance. Most studies show that the average call center agents lasts close to 6 months or so while these service centers include an average of about 40 percent of the annual rate of turnover.

As per an estimated report, the replacing of the customer service center representatives can cost something around $10000 to $15,000 on an average. In a report, it was indicated that the lower figure of close to 25 percent of the turnover can cost a service center with 100 agents and $250,000 each year. This does not include the huge costs like that of reduced business and reduced customer satisfaction due to the inexperienced agents.

Are you aware how companies are found to fight back the call centre churning? Well, money is something which is important at all stages. The report suggested on making sure that the salary on offer is close to the 75 percentile for the comparable openings in your own location.

There are few factors that need to be considered when looking to beat the agent churn in your own call center. Let’s find out those factors in the next few lines.

Reviewing all your offering options

First and foremost, on thing that you can provide your service center agents is the choice of work conditions and hours. This is because it is flexibility that lets the agents to fit into the job better and to meet the requirements of the particular situation.

One probable option for agents is to work from home as a virtual call center agent. By the use of the VoIP technology, all agents will be able to work from their own home. All the more, the choice to start and also to end the workday will also be important. Try to consider working in a center situated in the Pacific Time Zone but which covers the whole of United States. This set up will be staffed from 5.30 am to 6.30 pm. On a whole, flexibility will be the cheapest ways of structure the morale and also to retain the agents.

Removing boredom:

Tediousness is deadly. A bored agent should be an unproductive agent and one who will be probably going around long. Now it will be cross training that can be the right way to fight back boredom. By means of teaching the agents different jobs and thereby switching them all around in regular intervals, you will be able to help out the agents to relieve stress and hence keep them fresh all time.

Putting value to all your representatives:

Your agents should always feel that all are well noticed and that is what is very important. Praising the staff is not that effective as recognizing them individually and offering them some attention.

It should be taken into account that it is personalized feedback that is considered to be the very first step towards the agent recognition. If it is found that no one is paying attention to what you are doing then it will be hard to believe that it is significant.

To know more about BPO services and call center services you can log on to our website where you will get a wide array of necessary information on business process outsourcing and call centre services.

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