Reduce Call Center Attrition Rates: 6 Areas Impacting Employee Satisfaction
With call center attrition on the rise, we went straight to the source. We surveyed call center agents to identify critical areas affecting employee attrition, company culture, and call center employee satisfaction within the work environment. Download the report to learn how to reduce high turnover rates in your call center and increase employee retention.
Reduce Call Center Attrition, Increase Retention
During our most recent Innovation Incubator Camp session, we explored the state of call center attrition and how to increase employee satisfaction and reduce burnout. Our Innovation Incubator Camp is an opportunity for the Insite, client team leaders, and center managers to come together and innovate on a selected issue statement. By bringing together different mindsets and skills, we innovate outside the typical environment and select areas to focus our training programs and innovation efforts.
With call center attrition on the rise, we went straight to the source. We surveyed call center agents to identify critical areas affecting employee attrition, company culture, and call center employee satisfaction within the work environment. Download the report to learn how to reduce high turnover rates in your call center and increase employee retention.
Reduce Call Center Attrition, Increase Retention
During our most recent Innovation Incubator Camp session, we explored the state of call center attrition and how to increase employee satisfaction and reduce burnout. Our Innovation Incubator Camp is an opportunity for the Insite, client team leaders, and center managers to come together and innovate on a selected issue statement. By bringing together different mindsets and skills, we innovate outside the typical environment and select areas to focus our training programs and innovation efforts.
CALL CENTER ISSUE STATEMENT:
Excessive attrition creates a negative customer experience and poor metric performance in customer satisfaction.
HOW WE ADDRESSED THE CALL CENTER TURNOVER RATES:
With front-line staff and agent attrition on the rise, we decided to go straight to the source. We compiled and analyzed benchmark data from agents2 who participated in a survey focused on agent performance and employee engagement. As a result, we identified key markers for why existing and new agents stay with companies.
Ready to Tackle High Attrition and Retain Your Employees?
As contact and call center industry experts, we see these staffing challenges daily and understand this isn’t a one-size-fits-all solution. Insite helps clients like you win in real-time within their operations every day. If your contact center operation needs a hand, or if you’re looking to leave it to the experts, get Insite today.
SOURCES
[1] Robison, J., & Gandhi, V. (2022, January 18). The ‘great resignation’ is really the ‘great discontent’. Gallup.com. Retrieved January 25, 2022, from https://www.gallup.com/workplace/351545/great-resignation-really-great-discontent.aspx [2] Insite Incubator, internal employee engagement survey, January 25th, 2022 [3] Kropp, B., & McRae, E. R. (2022, January 13). 11 trends that will shape work in 2022 and beyond. Harvard Business Review. Retrieved January 25, 2022, from https://hbr.org/2022/01/11-trends-that-will-shape-work-in-2022-and-beyond [4] Centers for Disease Control and Prevention. (2021, December 2). Employees: How to cope with job stress and build resilience during the COVID-19 pandemic. Centers for Disease Control and Prevention. Retrieved January 25, 2022, from https://www.cdc.gov/mentalhealth/stress-coping/employee-job-stress/index.html [5] Molony, S. (2022, January 11). 15 actionable employee retention strategies you can use [2022 update]. Zoomshift. Retrieved January 26, 2022, from https://www.zoomshift.com/blog/employee-retention-strategies/