ICMI's Customer Management Insight - December 2007 - (Page 39) EXPERT’S ANGLE 13 Reasons Why Agents Resign BY JENNIFER LOVO A call center recruiter offers an overview of the most common reasons for agent turnover, and how to get them to stay. CAUSES OF ATTRITION Working at a call center is like being in a sea of penguins — you’re surrounded by many people just like you. Frontline agents often find it difficult to stand out from among the myriad employees who perform the same job. Also, in many call centers, the levels of authority are very visible, managers and supervisors seem to hold all the cards, and there is little flexibility for expressing one’s creativity or individualism. This is why it is critical to pay attention to your employees’ subtleties; to know and to acknowledge what is important to each individual and act on it. objectives in a demanding market — yet they leave agents feeling out of control. And if employees begin to make less money on bonuses and incentives, it is the kiss of death. Try to make modifications over time to minimize the impact of drastic changes. Communicate often with agents to ensure that they have a clear understanding of the bonus structure and what they can do to impact their compensation. M Highly Structured Job Environment Call centers typically have in place strict rules on when to be on and off the phones, when to take breaks and lunch, as well as talk time and call volume goals, and call monitoring. Employees without previous experience working in this type of environment often have a difficult time adapting to it. Make realistic job previews a part of your hiring process. Explain and describe a day in the life of a call center representative. If possible, have candidates sit with a senior rep while he or she takes calls. Be sure not to oversell the job in the hopes that the positives will outweigh the negatives for the candidate. Benefit Changes Changes in benefits can range from the price of healthcare to doing away with free coffee in the break room. When employees feel that the company is taking away from what was originally promised when they were first hired, it leads to distrust and bitterness. Communicate. Offer a full and honest explanation of the changes and involve staff in the discussion via an open forum. The key to acceptance is to understand the reasons behind the company’s decision. Even though employees will be upset, they will appreciate the fact that you took the time to speak to them and address their concerns. tip Changing Bonus Structure Compensation continues to be a top cause of call center attrition. Frequent changes to the salary and bonus structure are typically intended to reflect shifting company icmi’s insight M M tip M M Frontline turnover is one of the biggest headaches for call center managers. There are many reasons why agents quit. The following are some of the most common, along with suggestions for boosting your retention rates. Low-balling the Employee at the Time of Hiring Pay agents what they’re worth. Don’t offer a candidate what he or she asks for if it’s below what everyone else is making. Employees always talk about how much they make so don’t take advantage just because the candidate did not ask for much and did not counteroffer. When employees find out that they’ve been low-balled in their salary offer, they will feel betrayed. tip tip Call Burn-out The repetitiveness of the calls, coupled with the stress that comes with dealing with difficult callers, leads to burn-out. Create a bonus structure that will keep agents focused on reaching their goals. Continuously encourage and motivate your employees with small but meaningful gestures to let them know you care and appreciate their hard work. tip Lack of Growth Potential In employee surveys, the lack of career opportunities frequently lands in the top five reasons for leaving a job. Experienced agents | DECEMBER 2007 39 www.icmi.com http://www.icmi.com
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