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When a call center loses its agents, it does not only suffer from the loss of workforce and the added costs associated with hiring and training new agents. Agent attrition can also influence the productivity and morale of the remaining team members.
In order to prevent call center agents from leaving their jobs, call center managers must be aware of the reasons behind their decision to quit. This knowledge can help them come up with human resource solutions to reduce agent attrition in their call center. Here are six of the most common reasons why call center agents quit their jobs:
1.Lack of fulfillment
When agents aren’t provided with opportunities to develop their skills, they tend to be unsatisfied with their careers. Nobody wants to be stuck in a workplace with no opportunities to grow. Managers must see to it that agents have access to measures that will let them acquire new skills or knowledge. Not only will they benefit from agent loyalty, they will also have a more productive workforce.
2.Bigger opportunities outside
A better job offer with promising salary or opportunities to develop skills can entice an agent to leave its current employer. Money can greatly influence an agent’s satisfaction. With the constant need to be financially stable, your agents may choose a company that can provide them a more sustainable income.
3.Workload issues
When the level of effort needed to meet job expectations is too high, agents may eventually find their work to be exhausting. On the other hand, when they have to exert just a little effort, they may view their jobs as unchallenging. By assessing performance metrics, you can establish standards that will keep your agents motivated. Quotas must be justifiable and motivating at the same time.
4.Poor work environment
Agents may also leave their jobs because of discontentment with their working conditions because the environment where they work can heavily influence their morale. It’s important that call center leaders discuss important employment areas with agents, such as work schedule, benefits, and leaves. Agents may have opinions that are just waiting to be heard by the management.
5.Strict management
Rigid management practices can lead to agents feeling caged or excessively monitored. Strict policies can create a gap between the management and the workforce. It’s important for managers to employ policies that will promote the welfare of its employees, and not to discriminate their people. Agents must also have a say in work-related issues or in matters concerning the improvement of the system.
6.Lack of appreciation
When hardworking agents don’t get enough appreciation from the management, they eventually tend to lose the drive to keep up the good job. Recognition and incentives can go a long way in keeping exceptional agents motivated. If giving their best doesn’t merit them any benefit, your agents may feel frustrated and look for a better workplace.
It is important for you, as leaders, to assess if these causes of agent attrition are existent in your call center. By running a thorough check on your work culture, management practices, and work relationships, you can have a better basis on what changes need to be made. Since agents are your call center’s assets, losing them is something you definitely would want to avoid.