How Employee Engagement Can Reduce Agent Turnover
With so much focus on the customer journey, it’s easy to forget that contact center agents have their own journeys, too. According to ICMI, more than 40% of contact centers estimate that agent turnover comes with a cost of more than $25,000 annually. It’s impossible to prevent all agent turnover, but some causes can be addressed and prevented. The happier agents are, the better their customer service will be.
Compare Management Practices
Your contact center’s business practices – such as benefits, salary and schedules – need to match or beat industry standards. If an employee knows they’ll get higher pay and a more flexible schedule at a different contact center, or at most other contact centers, their focus will be on getting a job elsewhere.
Give Additional Responsibilities
For an employee to value their job, they have to feel like they are doing something valuable. Giving your agents responsibilities from the very beginning lets them know that they’re an integral part of the team. Expectations should be clearly defined and they should know who they can go to when they have a question, concern or suggestion.
Setup a Rewards Program
Contact center agents should be recognized and rewarded when they do an outstanding job. A rewards program can motivate employees to continually strive to do better. By creating incentives, agents will be more engaged with their work and their job satisfaction will increase.
Support Each Agent’s Career Path
Managers need to understand that each employee is going to have their own set of goals. Instead of expecting every person to stay in the role they started in, it’s better for both the agent and the company to create an environment where there are promotion opportunities. Open positions should always be filled internally whenever possible. When an employee knows they’re working towards something, like a better role in the contact center, they’ll be encouraged to work harder to show that they’re the right person for the promotion.
Hiring agents is undoubtedly expensive. Costs include screening, recruiting, interviewing, hiring and training. If the agent provides poor customer service, that’s another hidden cost, one that’s difficult to measure but no less important. Once you have a new contact center agent on board, it’s important to keep them happy, engaged and informed. Aim to keep them content with their job so they will continue to work hard for you.