Reducing Agent Attrition:
Ideas for Action
By Kevin Hegebarth
It is often said, “When all you have is a hammer, everything looks like a nail.” Many companies view employee attrition the same way and try to apply the same strategies to address all causes of attrition in the same manner. This thinking can result in uneven, unpredictable results and may, in fact, exacerbate the attrition problem. Identifying the different types of attrition, examining its causes and taking a prescriptive approach to its treatment yields significant reduction in its effects.
The following are ideas for taking action to reduce attrition in your contact center.
Measure separately. Not all attrition is created equal and it’s misleading to treat them the same way. Identifying the causes of attrition will help to pinpoint the right prescription for curing it, or at least managing its symptoms. The strategies used to manage unavoidable attrition may not work well for avoidable attrition and the other way around.
Measure often. Newly hired employees who leave within 90 days rarely return the investment made in their recruitment and training. Measuring agent retention and performance at key milestone dates—immediately after training, at 30, 60, 90 days post-training and at six months and a year—will provide insights into process improvements that can increase retention.
Offer Variety. One of the leading reasons for avoidable agent attrition is that the job is generally monotonous with little diversity in the average daily routine. Offering alternative work content not only provides variety, but also enables these agents to expand their skills, thereby increasing their overall value to the organization and improving the likelihood they’ll stick around a bit longer.
IQ Services provides customer experience quality assurance services for contact centers. Services include performance testing, monitoring and related professional services for self service (IVR) and agent supported customer interactions. Our mission is to provide flexible and cost effective approaches giving customers confidence their business solutions deliver the required customer experience before they are deployed and in production.