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Contact Center


TACKLE AGENT TURNOVER TO INCREASE OVERALL AGENT PERFORMANCE

Labeeb Ajmal T
April 26, 2023
10
 mins read

Last modified on

July 3, 2023

Table of Content:
What Is The Correlation Between Agent Attrition And Overall Performance?
Why do contact centers have high attrition rates?
How Do High Attrition Rates Affect Call Center Agent Performance?
Ways to reduce agent attrition
Call center metrics to measure agent performance
Summing Up




Try playing this scenario in your mind.

You’re the manager of a call center having a workforce of 1000 agents. If at
least 20% of your agents leave in a year, you would need to train more than 200
agents, bringing them up to speed with your workflow.

Wouldn’t it make you furious to have to do this every year?


Source

Attrition is one of the biggest challenges faced by call centers worldwide. A
study revealed that CX professionals expect attrition levels to be 20% or more
through 2024.


WHAT IS THE CORRELATION BETWEEN AGENT ATTRITION AND OVERALL PERFORMANCE?

Agent attrition impacts both the call center and agents who’re still working
there. The impact it has on the contact center is quite evident in expenditure.

But when it comes to overall agent performance, gaps in knowledge and skill are
created every time an agent leaves the call center. These can create continuous
impacts on overall agent performance when attrition rates are high.

UNDERSTAND HOW TO USE SOFTWARE TO CREATE THE PERFECT CONTACT CENTER SETUP FROM
THE CEO OF TECH STACK ADVISING

Like every other call center manager, you would look for ways to reduce
attrition rates and increase overall call center agent performance. You’re at
the right place.

Before understanding how to reduce turnover rates, we must look at a few things.
Let us look at what agent attrition is first.


WHAT IS AGENT ATTRITION?

Agent attrition refers to the rate at which people leave their workspace in a
specified period of time. It’s generally measured with respect to the number of
agents that have been employed in the call center over the time frame of a year.

Rather than a single reason that needs to be rectified, multiple factors affect
agent performance, resulting in reasons for them to leave the call center.

Since we've understood what attrition means in terms of a call center, now let
us look at why is it so high in call centers.


WHY ARE CONTACT CENTER ATTRITION RATES SO HIGH?

A U.S. Bureau of Labor Statistics report found that contact centers have 1.3
times the annual attrition rates compared to other private sector averages.

Let’s understand why agents walk out of call center jobs so quickly?


1. BURNOUT


Source

The call center environment that stresses on various key metrics to measure
agent productivity creates a lot of pressure on agents. These pressurized
environments often take a toll on agents.

‍A study found that burnout is a risk factor for 59% of contact center agents.
This overwhelming call center environment poses a threat to agent performance.


source

Dealing with pressurizing situations leads agents to feel that it’ll only get
worse, eventually leading to quitting.


2. STAGNANT CAREER PROGRESS

Call center agents also expect career progress like any other job role. The
nature of a call center makes it difficult for any significant raise in an
agent’s role.

The constant threat of being flagged in audits and an environment which makes it
easier to stumble than move ahead makes it a cumbersome task to see any relevant
progress in an agent's career.

The stagnancy makes it frustrating for agents to see no change. This frustration
pushes agents to leave in search for new and better opportunities.


3. IMPROPER WORK-LIFE BALANCE

Even if agents don’t feel burned out with the high-stress contact center
environments, it can cause problems in their work-life balance. The pressure
often keeps agent performance metrics a constant thought in an agent’s mind.


Source

If it gets too challenging to have a healthy work-life balance, agents will look
for opportunities that don’t negatively impact their well-being. This is true
for both agents with burnout and an unhealthy work-life balance.


4. LACK OF GOOD MANAGEMENT

Another equally important reason for high turnover rates is the lack of proper
management. Agents need engagement and healthy interactions with their managers.

Agents feel disconnected if they don’t get any feedback on their work. Such
feelings can make them feel like they’re alone and that they aren’t part of a
team.

Such disconnects could cause agents to leave if continued for extended periods.


Source

With many reasons leading to high agent churn rates, let us look at its impact
on overall call center performance.


HOW DO HIGH ATTRITION RATES AFFECT CALL CENTER AGENT PERFORMANCE?

What is the first hurdle that comes to your mind while thinking about challenges
posed by agent attrition?

You wouldn’t be the only one thinking about the recruitment and training costs
to replace each agent that has left.

> “Training expenditure in the US has increased from 82.5 billion U.S. dollars
> in 2020 to 92.3 billion in 2021” - Statistica

While those are the most pressing concerns that affect the contact center's
performance, there are other concerns too. High turnover rates can also impact
overall agent performance and customer experience delivery, to name a few.

Let’s look at some of those impacts.


1. IMPACT CUSTOMER SATISFACTION SCORES

When an experienced agent leaves, a gap is created in the knowledge and skills
they possess. Training new agents to reach that caliber takes time and harms
customer experience delivery.

The first few customer calls received by an agent will impact the customer's
experience as the customer notices the agent’s lack of experience. The longer
wait times to respond to customers and higher chances of error result in a
subpar experience delivery.


Source

Customers often notice a drop in experience delivery, which results in lower
customer satisfaction levels.


2. REDUCED AGENT PERFORMANCE

Frequent agent turnovers can impact overall performance in contact centers. New
agents need time to ramp up and be skilled in their roles.

This leads to lower agent performance on a short-term basis. But in contact
centers where agent churn rates are high, agent performance takes a hit on a
continuous basis.

An environment with continuous impacts on agent performance affects experience
delivery. Prolonged impacts on experience delivery can also lead to reduced
revenue.

TAKE A STEP IN HANDLING AGENT ATTRITION TODAY!


Source

Managers are often stumped on how to take steps to reduce agent attrition.

Let us look at some ways to handle agent attrition in contact centers.

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HOW TO REDUCE ATTRITION RATES?

Some minute yet meaningful changes can help reduce agent attrition in contact
centers. Here are some of them.


1. COMPREHENSIVE AND UPDATED TRAINING

Every new call center agent should be given extensive training that bestows the
knowledge and skills required to handle customers. This allows agents to feel
comfortable handling all kinds of queries.

While the initial training goes a long way in enhancing agent performance, it
isn’t enough. Agents should also be given timely and continuous training
opportunities based on updates in adopted technology and any changes in products
and services offered by the company.


2. NURTURING A POSITIVE WORK ENVIRONMENT

A healthy work environment keeps agents motivated. Agents feel valued when their
hard work is recognized.

A work environment that allows agents to grow professionally is one that they’ll
likely be loyal to.


3. ADOPT EFFECTIVE TECHNOLOGY


Source

In today’s world that revolves around technology, leveraging technology can
increase agent performance.

Automation can be deployed to automate routine tasks and give agents real-time
access to the CRM. Leveraging technology in such a manner helps agents to be
more efficient.

Work environments where agents aren’t bogged by mundane and repetitive tasks
allow them to be more productive in doing work that needs more attention.

HOW AUTOMATION IN COACHING HELPS IN FASTER AGENT ONBOARDING?


4. EFFICIENT FEEDBACK LOOPS

Every contact center should have a call monitoring system. Auditors that analyze
and monitor agent calls can help increase agent performance.

Call monitoring systems allow for feedback loops that help agents identify areas
for improvement. Agents know what areas to work on and improve when a feedback
loop is in place.

Such systems allow agents to improve their skills and give them a feeling of
career growth.


Source

These changes might seem disruptive at first, but can have huge impacts when
implemented consistently. Such initiatives have a long-term impact and can help
in retaining agents despite the questionable changes on a short-term basis.

How would you know that the above measures are positively impacting agent
performance? Here are a few KPIs that help in identifying the impact.


CALL CENTER METRICS TO MEASURE AGENT PERFORMANCE

There are various metrics that can be used to measure agent performance in call
centers. Here are a few of them”:


1. FIRST CALL RESOLUTION (FCR)

First call resolution or FCR refers to agents solving the customer’s needs in a
single call without any need for a follow-up. Agents with high FCR rates offer
quality service and improve experience delivery speeds.


2. CUSTOMER SATISFACTION (CSAT)

CSAT or customer satisfaction is a metric that tracks the customer’s
satisfaction with your organization’s services. CSAT is often measured across a
scale.

Agents with a high CSAT provide quality service to customers that they handle.


3. AVERAGE HANDLE TIME (AHT)

Average handle time or AHT is a metric that measures the average duration of
each agent-customer interaction. It covers both the hold and talk time in an
interaction.

Instead of aiming for lower AHT, it should be used along with other metrics like
FCR and CSAT to comprehensively understand an agent’s performance.

Keeping on top of these metrics while reducing agent turnover rates can help you
to increase agent performance in your call center.

EASILY KEEP TRACK OF YOUR AGENT PERFORMANCE INDICATORS!


SUMMING UP

High call center attrition rates have drastic impacts on both overall agent
performance and customer satisfaction.

Various factors like burnout, unhealthy work-life balance and stagnant career
impact agent performance and result in high attrition rates.

High attrition rates affect call center management by increasing training costs
and impacting overall agent performance. All of this take a toll on customer
satisfaction.

Implementing continuous training plans, nurturing a positive work environment
and adopting efficient technology helps reduce call center attrition rates.
Using metrics to assess agent performance also allow you to ensure agent
performance doesn’t take a hit in this process.


FREQUENTLY ASKED QUESTIONS


WHAT IS AGENT PERFORMANCE?

Ans: Agent performance is an analysis of how agents perform in accordance with
various indicators an how do they serve customers.


HOW DO YOU CALCULATE AGENT PERFORMANCE?

Ans: Agent performance is tracked across various metrics such as first call
resolution (FCR), customer satisfaction (CSAT), and average handle time (AHT) to
name a few.


WHAT IS AGENT ATTRITION?

Ans: Agent attrition or turnover rate refers to the percentage of agents that
have left the call center over a specific time period. It is usually over the
time frame of a year.


WHAT ARE THE SIGNIFICANT REASONS FOR AGENT ATTRITION?

Ans: The most cited reason for agents leaving call centers is burnout. Apart
from burnout, other reasons of attrition include the lack of career growth, poor
management, and unhealthy work-life balance.


HOW DOES AGENT ATTRITION AFFECT OVERALL AGENT PERFORMANCE?

Ans: High agent attrition rates affect overall call center performance as new
agents need time to ramp up. It also affects the experience delivery, impacting
the customer satisfaction score.


HOW CAN YOU IMPROVE AGENT PERFORMANCE?

Ans: Agent performance can be increased by updating training modules and
creating feedback loops that agents can learn from.


WHAT IS A GOOD CALL ANSWER RATE?

Ans: Studies have shown that 80% of calls directed to a call center should be
answered within 20 seconds. This is seen as a good call answer rate across the
customer service industry.


WHAT ARE THE WAYS TO REDUCE AGENT ATTRITION?

Ans: Agent attrition can be reduced by introducing certain changes in your
contact center workflow. Some of those changes include comprehensive and updated
training practices, leveraging the right technology, and implementing a feedback
loop between auditors and agents.


SUGGESTED READS

 * Best Quality Assurance Software for Contact Center in 2023
 * Top Omnichannel Contact Center Trends in 2023






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