Three Consequences of Agent Turnover

As an industry, the contact center faces a variety of challenges. The nature of the job can be stressful, and a large portion of calls that come into the contact center involve customers who need help quickly. One of the biggest challenges contact centers face is high agent turnover.

During more than 30 years in this industry, we have seen three primary consequences that high agent turnover can leave behind.

Three consequences of agent turnover

1. Agent turnover impacts the workplace: When an agent leaves, other agents may need to pick up additional work, which can affect morale and productivity.
2. Agent turnover is expensive: Recruiting, hiring, onboarding, and training new agents takes time and money.
3. Agent turnover impacts the customer experience: Customers can become frustrated when they repeatedly work with inexperienced representatives or wait too long for support.

The Centris difference

As a nearshore contact center with operations in Mexico, Centris prioritizes training, agent support, leadership development, and a positive work environment. We understand that customer experience depends on the people delivering support every day.

If you’re looking for a contact center that consistently offers excellent customer service from trained agents, contact us.