Drivers of Agent Turnover
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Drivers of Agent Turnover

Many contact centers struggle with the problem of high agent turnover. But what is behind agent's eagerness to leave the contact center? Last week, ICMI polled our audience to find out. 15% of respondents said the "Pace of work was too fast", and 17% felt that their work was repetitive and their skillets were not being fully utilized. 28% said that "Low pay" was their reason for leaving, but it was not the top answer. "Lack of career development opportunities" claims that spot, with 32% of the vote. The remaining 8% responded "Other."

What other issues have you experienced as drivers of agent attrition? How do the answers above relate to your center? Share your thoughts and comments with us here!

Related ICMI Resources:
ICMI's 2012 Contact Center Agent Salary, Retention & Productivity Report
Keep (and Optimize) Your Call Center's Best Agents: Agent Salary and Productivity Benchmark



Topics: People Management, Culture & Morale, Learning & Development, Site Operations

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Saurabh Khetrapal — 12:49PM on Jun 20, 2012

I think the community, or lack thereof, in call canter can impact agent turnover. Employees want to feel like they belong to something bigger than themselves, but that their contribution matters. Call centers can sometimes make agents feel like just another piece of the machine that is easily replaced, so they make themselves replaceable.

QuickPoll

Does your contact center have a policy regarding allowing agents who wish to apply for internal company positions outside the contact center?

No, we don’t have a formal policy
Yes, agents must work in the contact center for at least 1 year before applying for other positions
Yes, agents must work in the contact center for at least 6 months before applying for other positions
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