“Sometimes I think there is no way we are ever going to stop losing agents. We’ve tried everything we know of to stem the tide but they leave anyway. We are going to relocate this center if this continues.”(Quote from a call center executive talking about call center attrition)
Attrition! There, I said it. Call Center Attrition! Call Center Attrition has given more call center leaders more problems than any other call center related issue; by far. Call center attrition costs companies hundreds of millions of dollars a year and puts untold pressure on their ability to deliver customer satisfaction. Today, a company’s ability to successfully drive customer satisfaction can make or break their bottom line. Taking care of customers is no longer an option.
A chief driver of customer satisfaction for a company is their call center agent’s knowledge of the company’s products and services, proficiency with the training and tools they have been given, their expertise with call control and soft skills as well as their “passion” for pure customer service. Call center agents must be excited about the job they are doing to deliver the level of quality and customer satisfaction required in today’s marketplace. However, call center attrition is like someone throwing a huge monkey wrench into an operation, derailing all of these elements.
Many of our clients ask us;”Can you give me something we can use to improve the agent attrition in our call center?” Our team understands that there is no silver bullet to beat call center attrition. Improving a call center operation’s attrition is an intense, all encompassing approach that requires the buy in from every department in the organization.
When a new client reaches out to our team at Call Center Power with an attrition problem, we shoot straight with them by letting them know that undertaking a serious call center attrition improvement initiative requires buy in and participation from the whole organization. There will not be quick results but if the organization follows the attrition reduction approach outlined by our team, they will achieve long term, sustained attrition improvement, which will ultimately save their organizations hundreds of thousands to millions of dollars a year in real and opportunity costs from lost customers, repeat calls, reduced customer acquisition growth and more. Call center attrition is the real deal.
When a call center leader brings in Call Center Power to help solve their attrition problem, we conduct a detailed assessment of the entire organization (not just the call center operation) to FULLY understand all of the potential causes of the call center’s attrition problem. Once the assessment is complete, we leverage our detailed observations and expertise to come up with real world, easy to understand and execute recommendations; all designed to achieve that long term, sustained attrition improvement that all organizations are looking for.
Your attrition problem CAN BE SOLVED! The good news is when you are working with “CCOG”, our proven assessment procedures, personal experience in fighting attrition in our own call centers as well as all that we have learned over time working with our clients, has armed us with the tools and talent to win the attrition battle for any call center operation.
If you are having a call center attrition issue, you should give our team at Call Center Power a call. We’ve helped our client’s beat call center attrition for a long time and we can help you to.
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