3C Contact Services Inc. (www.3CContactServices.com), North America’s premier cost-effective provider of contact center solutions for small- and medium-sized businesses, is announcing its top tips on how to prevent high turnover rates over the summer months.
“High turnover rates for call center agents are a serious issue that many managers face. In fact, many of our partners report that holding on to agents is their biggest source of frustration, with some even claiming a turnover rate of 100%,” says Damian Reyes, Customer Service Manager for 3C Contact Services Inc. “Hiring and training requires many resources, so our partners are always looking for ways to retain agents.”
Reyes explains that the key to holding on to call center agents is similar to the strategy that businesses use to hold on to customers: listening to what they want, within reason, and providing them with it. If companies do this, they stand to greatly reduce, if not completely eliminate, high turnover rates at their call center.
“The first step call center managers should take is to keep their agents in the loop about any developments about the company, even if they’re minor,” he adds. “Second, don’t be skimpy with praise. Even if it’s just giving them thanks and telling them that their efforts are appreciated, this can go a long way in reducing turnover rates.”
According to Reyes, managers should provide their agents with all the know-how they will need to provide clients with the best service. That’s because if they’re left scrambling to find answers, this can lead to stress and dissatisfaction with their job. If there are any issues, both with customers and agents, resolve them quickly.
“Most importantly, listen to what agents have to say and use that feedback as a way to improve the experience for both agents and customers,” he observes. “Finally, make sure that the work environment is a pleasant one; if employees feel that coming to work every day is a chore, they will start to seek other opportunities.”
“If managers treat agents the same way they would like to be treated, they’ll reap the rewards,” Reyes concludes. “Partners who have used these strategies report that their workers are satisfied with their positions and, according to call center managers, their turnover rates have dropped to virtually nothing.”