Prime components that drive agent attrition and what to do about them


Highlights:

  • Staff are quitting their jobs in droves, prompting the latest years to be dubbed “The Nice Resignation.”
  • A number of components play a job in agent attrition charges, together with lack of modern know-how, weak collaboration amongst brokers and supervisors, and burnout.
  • RingCentral’s digital instruments might help rework the fashionable contact heart to make the job of brokers simpler and more practical, thereby serving to to maintain agent attrition charges at bay.

The previous couple of years have been characterised because the “Nice Resignation,” as staff throughout the US stop their jobs in droves in hopes of one thing greater and higher. Contact facilities, particularly, have notoriously excessive turnover charges, and the latest well being disaster has exacerbated the problem.

In case your contact heart is experiencing excessive agent turnover, taking note of agent attrition developments might help you uncover the place and how you can reverse the developments, enhance operations, and scale back the heavy prices related to agent churn.

To find agent attrition developments throughout the business, BenchmarkPortal performed a survey to realize some helpful perception into what’s driving brokers to go away their jobs. In response to BenchmarkPortal, the pandemic appears to have had a major affect on agent attrition. Extra particularly, 65.6% ballot contributors reported a rise in attrition.


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Listed below are among the predominant components that drive agent attrition, and what you are able to do about them.

Prime causes for increased agent attrition

In response to information collected by Benchmark Portal’s latest survey, the next high the checklist for the explanation why brokers depart their jobs:

  1. Elevated workload: 55.9%
  2. Compensation too low: 52.9%
  3. Battle with instruments/software program: 51.5%
  4. Lack of supervisor assist: 33.8%
  5. No clear profession path: 33.8%
  6. Lack of collaboration/entry to supervisors/SMEs: 32.4%
  7. Didn’t like working from residence: 27.5%
  8. Low CSAT/indignant clients: 26.0%
  9. Involved that they’ll get replaced by AI/bots: 7.4%

Let’s take a more in-depth have a look at a number of of those in additional element:

  1. Elevated workload

Greater than half of these surveyed declare that a rise in workload is inflicting brokers to go away their jobs. Brokers must be as productive as attainable with their shifts, however it’s necessary to be reasonable about how a lot they’ll deal with with out burning out early.

The speed of agent turnover has been inching up over latest years:

  • 2019: 21.08%
  • 2020: 21.85%
  • 2021: 22.38%

In the meantime, brokers seemingly are rising the variety of calls they’re taking per hour, as per the next metrics:

  • 2019: 6.07 calls per hour
  • 2020: 6.20 calls per hour
  • 2021: 7.07 calls per hour

Whereas the final set of numbers could look promising, they is also resulting in agent burnout. Extra calls taken per hour may very well be an indication of extra effectivity, however it may additionally level to extra work being piled on brokers, who could really feel extra overwhelmed with their jobs and burn out sooner.

Contact facilities must be cautious with numbers like these and should contemplate easing the extent of agent work by rising coaching and instruments; in any other case, brokers could resign in better numbers.

The most effective issues administration can do to make sure brokers are nonetheless productive with out risking burnout is to offer them with the instruments and coaching wanted to get the job completed. Which means investing in complete coaching at onboarding, in addition to offering ongoing coaching as required.

It additionally means giving brokers the know-how and instruments wanted to be as environment friendly and profitable at fielding buyer calls as attainable, which many contact facilities could also be missing.

  1. Low compensation

Pay is all the time a consider employee satisfaction. Greater pay is all the time welcome, however contact facilities should stability agent need for increased pay with organizational need to maintain prices in examine. That stated, contact facilities can provide aggressive pay by guaranteeing their backside line is all the time protected, and an enormous a part of that entails chopping prices the place attainable, together with lowering agent attrition.

It prices hundreds of {dollars} for contact facilities to draw and retain licensed and correctly skilled brokers, so protecting them on payroll for so long as attainable can slash prices. A few of these financial savings could also be handed on to brokers within the type of higher pay.

  1. Battle with instruments and software program

About half of respondents of BenchmarkPortal’s ballot declare that both a scarcity of contemporary know-how or insufficient coaching on how you can use these instruments correctly is an issue that may push brokers out the door sooner.

Among the extra particular points that brokers complain about within the realm of know-how embody the next:

  • System points
  • Know-how glitches
  • Sluggish pace
  • Too many apps
  • Too little integration

Contact facilities ought to spend money on strong digital platforms to assist brokers grow to be extra environment friendly at work and supply in-depth coaching on how you can use these instruments successfully.

In the event you’re considering that you just can not spend money on superior know-how proper now, it might be time to re-evaluate your place. In lots of instances, utilizing modern know-how can really slash prices. For instance, RingCentral’s market-leading contact heart resolution is a one-stop resolution for contact facilities that features every part it is advisable to run your heart successfully and effectively.

This all-in-one resolution reduces the necessity for app switching, making brokers extra environment friendly and productive and enhancing their work expertise within the course of. Happier brokers imply decrease attrition charges in the long term. The lesson? Investing in the proper know-how can really scale back total prices whereas rising total productiveness and profitability on your contact heart.

  1. Lack of supervisor assist

Brokers appear to be extra happy once they really feel that their office is a group. Workers need to really feel like they’re a part of one thing that works effectively to attain a standard purpose, and supervisors play a key position in serving to to create a constructive firm tradition. Admittedly, this may be difficult when a big portion of your brokers could also be working remotely, however the proper communication instruments might help even distant staff really feel part of the work group.

  1. Lack of collaboration with supervisors

Equally, a distant or hybrid office mannequin can enhance the probability that brokers really feel out of contact with their supervisors. Particularly for brokers accustomed to working in the identical bodily location with supervisors, abruptly being within the place of working remotely could trigger an uncomfortable disconnect.

Supervisors can ease this discomfort by utilizing collaboration instruments to remain in contact with brokers regardless of the place they’re. Scheduling common check-ins to debate agent issues is an efficient solution to keep connection.

Contact heart options that embody workforce administration and analytics additionally play a job in protecting supervisors and brokers related. With in-depth analytics on agent efficiency, for instance, supervisors can rapidly determine and handle indicators of agent burnout, which, in flip, can decrease attrition charges appreciably.

Know-how performs a key position in decrease attrition charges

Curiously, BenchmarkPortal’s information additionally confirmed among the predominant the explanation why contact facilities with low attrition charges have been so profitable. Most of the causes for decrease charges of attrition stem from higher use of know-how, as could be seen from the next figures:

  • Enabled distant work: 70.1%
  • Robust supervisor assist: 57.9%
  • Efficient collaboration and entry to managers: 50.5%
  • Versatile instruments and software program: 37.5%
  • Profession teaching and clear development alternatives: 37.4%
  • Managed CSAT and successfully managed buyer wants: 29%
  • Assist brokers with AI instruments: 21.5%

Implementing robust managerial management and modern know-how could make a major distinction in agent retention charges.

RingCentral’s holistic strategy to protecting brokers comfortable and productive

Whereas contact facilities historically spend quite a lot of time in a customer-focused mentality, maybe migrating to an agent-focused surroundings may match finest. Happier and extra productive brokers sometimes drive extra constructive buyer experiences.

With RingCentral’s cloud-based digital instruments, the job of the agent could be made extra environment friendly, efficient, and satisfying for staff.

RingCentral CCaaS affords cloud-based buyer expertise options with:

  • Omnichannel functionality
  • AI
  • IVR self-service
  • Good routing
  • CRM integrations
  • WEM
  • Enhanced analytics

RingCentral MVP is an efficient UCaaS resolution that integrates all collaboration and communication wants in a single easy platform:

  • Message
  • Telephone
  • Video
  • Analytics

Including RingCentral’s contact heart resolution to the combination implies that your contact heart could have all of the communications instruments and know-how it must hold brokers comfortable and productive.

Integrating RingCentral’s digital instruments might help brokers really feel extra empowered and engaged at work, which is able to, in flip, assist drive extra constructive buyer experiences and firm success.

To be taught extra about how you can curb agent attrition and hold good staff on the roster, watch the complete webinar with RingCentral and BenchmarkPortal in the present day.

Final Modified Sep 08, 2022


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