As an industry, the Contact Center faces a variety of challenges. The nature of the job in itself can be extremely stressful. For example, a large portion of calls that come into the contact center are disgruntled customers and dealing with unhappy people is always a challenge. However, the biggest challenge that every call center faces is that of high agent turnover. Agents leaving the contact center after a relatively short period of time, even up to 6-12 months, has been an issue that has constantly plagued contact centers over the years. There are various reasons for this. Some people see the job as a stepping-stone to something else. Others find the stressful nature of the job very difficult and simply need to do something else. Finally, and sadly, there are those who feel they are not adequately trained and supported by their management and leave the job in frustration. Whatever the reasons, it is never an easy thing to deal with and it always comes at a high price for the contact center.
During our twenty plus years in this industry, we have come to realize that there are three (3) primary consequences that high agent turnover always leaves behind.
THREE CONSEQUENCES
- Agent turnover impacts the workplace: Whenever an agent leaves, no matter the reason, it always impacts the other agents. Every agent must pick up the slack the departing agent leaves, impacting productivity amongst all the other agents. This can often lead to a heightened level of frustration for every agent impacting motivation and morale all around.
- Agent turnover is expensive: When a contact center is constantly having to train new agents the costs of this add up. In fact, a recent source cites that for an employee earning less than $30,000 per year, the cost to replace them is about $3,328. If a contact center loses between five and ten agents in a year, then their costs range anywhere from $16,000 to more than $30,000 per year.
- Agent turnover impacts the customer experience: The impact that turnover has on the customer is, arguably, the biggest cost. If customers are constantly having to deal with agents who lack the knowledge and experience to do their job, they will likely become very frustrated to the point of leaving. If customers are waiting too long in the queue, then not having their problem resolved in the end, they get frustrated and angry; understandably so. These negative emotions will inevitably lead to the customer moving on and conducting their business elsewhere. Agent attrition very often leads to customer attrition.
THE CENTRIS DIFFERENCE
As a near-shore contact center with offices in Mexico, Centris is different. In Mexico, Centris Contact Centers are considered a source of very stable employment, offering agents comfortable salaries, benefits and job training that equips them to perform their jobs at a high level. We place a high priority on employee training ensuring that every employee understands the scope of their duties and has received the proper training to perform them. We also place a high priority on employee well-being and satisfaction; understanding the stressful nature of the job, we provide recreation areas where our agents can take needed breaks if the day has been especially challenging.
At Centris, we understand the value of good people and we work very hard to maintain a positive work environment where employees are valued, challenged and given opportunities to grow and develop professionally. These principles have enabled us to maintain a very steady and committed workforce with minimal turnover, delivering an even better customer experience for our many clients.
If you’re looking for a contact center that consistently offers excellent customer service from a staff of agents who bring years of experience to their job, contact us. You’ll enjoy the many benefits of working with agents who have been with us for many years and are as committed to your customer’s satisfaction as you are.
