Fixing Agent Attrition during the Great Resignation

Organizations across the globe are facing major challenges due to the ongoing Great Resignation. Even call centers are facing difficulty retaining their best talent because of the fluctuating workforce, employee burnout, tight deadlines, lack of recognition, and absence of effective leadership. High agent attrition in call centers is causing an increase in hiring & training costs, inconsistency in customer service experience, and lack of innovation. 

However, making well-timed and thoughtful decisions help companies resolve these issues and gain a competitive edge in retaining the best talent.

Here is how you can fix agent attrition in your organization.

Training

Call center agents require active training to succeed in their job roles. After hiring, investing a few weeks in agent training can help in creating an effective workforce. Training allows agents to learn call center etiquettes, become familiar with technology platforms used in daily operations, understand the brand they’ll be working for, and set clear objectives for delivering a remarkable customer experience.

Real-Time Interaction Monitoring

With real-time interaction monitoring, organizations get an in-depth view of agents' overall performance. Based on the identified opportunities, strengths, and weaknesses of agents and set them up for success. Next, we can conduct personalized specific training sessions, instead of long boring non-targeted coaching sessions. This not only saves huge time investments into coaching but also maintains employee engagement.  

Technology

Investing in the latest technologies and software that provides 360-degree support to the agents can be a game-changer. A fully functional Learning Management System that coaches the agents at the moment. Apart from that, companies must also build effective training modules to keep agents updated with the latest updates and continuously fine-tune their customer service experience using call center analytics.

Approachable Leaders

Fixing agent attrition starts with great leadership. When leaders are approachable, agents can rely on them for guidance, feedback, and support. The support of leaders can keep agents positive and motivated throughout their journey with the organization. Agents feel valued and satisfied when their leaders are easily approachable.

Leaders must establish fluent and clear communication with their team members. While setting expectations from agents, they should feel comfortable while sharing their thoughts.

The leaders must also conduct weekly one-on-one sessions where agents can talk about their career goals, suggestions for growth, their feedback on optimizing performance, and areas where they require more guidance from leaders. This not only keeps employees engaged but by getting direct feedback from leaders, agents can also learn from seeing through the leader’s vision.

Motivation

Every team member wants to feel valued and motivated at their workplace. Lack of motivation can make it challenging for agents to put their best performance forward. Introducing rewards and monthly recognition ceremonies can lift the morale of the best-performing agents and motivate others to upscale their performances.

It is time for organizations to accept the great resignation and make concrete decisions and genuine efforts to turn agent attrition into agent accretion.

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