Can’t figure out why your contact center has a revolving door? These are probably the top four reasons.
The may say it’s pay or the hours, Troy Media research says. But most agents leave because:
- They’re doing the work of two or people. They’re burned out. Fix: Regularly check that each agent feels he or she can handle the workload.
- They do too much tedious work. Fix: Hire college students to handle clerical duties around their class schedules.
- They’re aren’t allowed to make decisions or take ownership of work. Fix: Train them properly so you don’t have to look over their shoulders.
- They don’t know what’s next. Fix: Tell them where the company’s headed and how they fit into the picture.
