Top 5 Reasons Why Call Center Agents Quit

Faith Ocampo Published on August 6, 2016

Companies can survive from an onslaught of business disastersโ€”sluggish sales, lack of clients, and even public relations crises. But once employees quit in droves, it can be difficult to recover.

Employees will always be the most important asset of any firm, especially call centers. Their passion and skills drive good customer service performance, helping brands keep their customers happy. Without them, it’s impossible to adhere to today’s high standards of excellent support.

call center team leader waving resigned call customer service agent goodbye

Relying on insufficient manpower, brands will be unable to accommodate incoming transactions or deploy an omnichannel strategy.

It’s quite odd, therefore, that too many customer support providers don’t work hard enough to increase employee retention. But there’s a way to reverse this.

The first step to lower employee attrition in the contact center is to investigate why employees are leaving. Although low pay remains one of the most common reasons why agents choose to leave, it’s not always just about the salary. Aside from this, however, here are the top five issues that can force them to quit for good.

  1. Lack of Career Development

    businessman walking stairs missing steps
    Managers may think this is one of those recycled reasons employees use when they can’t wait to get out of their jobs, but it’s not always the case. When employees aren’t given enough chances to grow and expand their career, they can sink into a long period of burnout and fatigue. This leads to constantly poor performance, and later on, resignation.

    Keep in mind that every employee yearns to learn more and acquire new skills. Sometimes, agents aren’t even looking to be promoted. They may just want to be given more complex tasks or to engage in new training programs.

  2. Workload Mismatch

    frustrated customer service agent holding head in headache

    Orienting new agents about the scope of their responsibilities is part of the employee onboarding process. This levels off their expectations and lets them assess whether they’re a good fit for the position. But when the work they’re asked to do doesn’t match their skills, they’ll either find the job monotonous or exhausting. Once this happens, call center agents are more likely to quit and find a career that lets them exercise their talents.

  3. Rigid Team Management

    customer support agent in phone call holding red cup with boss hands on hips
    Being too strict with your customer support reps is a sign that you don’t trust them enough. If employees feel they’re being monitored excessively or that they can’t freely move within the office, they may start to feel unhappy over time.

    The key is to give your agents some room to breathe. Avoid needlessly rigid policies such as limited bathroom breaks or not allowing them to personalize their work stations. You may think these are small things, but they can add up over time and make employees feel you don’t care about them.

  4. Poor Working Conditions

    angry call center agent working in cardboard box holding help sign
    To drive up engagement, you need to optimize employees’ work conditions. Make sure they have everything they needโ€”from office equipment to basic facilities in the office pantry. Remember they’ll be staying for at least eight hours in the workplace, so make it as comfortable for them as you can. By investing in their work environment, you’re also taking care of their mental and physical well-being.

  5. Repetitive Tasks

    frustrated call center agent looking away
    You’ll observe that employee attrition is particularly high among departments that handle monotonous tasks. Call center agents who feel that they’re not being challenged or that they’re not fully using their talents are bound to feel dissatisfied with the work they do.

    To increase employee retention, try mixing up your agents’ tasks every once in a while. Give them duties of varying nature and difficulty levels so they can make the most of their skills.

When outsourcing your business needs, find a BPO partner with great culture and work-life integration. A partnership works best when both parties are driven towards similar goals and values. Look no further than Open Access BPO. Contact us today to improve your CX or back office team s attrition rate and more.

 

Read More

Faith is a digital media enthusiast aiming to become an active part of the tech world by sharing her insights. She likes to blog about everything digimarketing, technology, and social media.
Join us on facebook
Open Access BPO 20 hours ago
Boosting agent #productivity and #satisfaction is a critical strategy for increasing efficiency in #CallCenters.

A positive work environment leads to more engaged employees, which in turn improves #CustomerService and retention.

A highly engaged and motivated workforce is essential for providing excellent #CustomerService and retaining top talent.

Check out these 5 tips to boost #EmployeeEngagement and productivity in #ContactCenters: https://buff.ly/ba5Mx36

โ€”โ€”โ€”โ€”โ€”โ€”โ€”โ€”โ€”โ€”
See how Open Access BPO's dedication to employee training, engagement, and a diverse culture helps us deliver a superior #CustomerExperience: https://buff.ly/uTdQH3D

#WeSpeakYourLanguage
#CSat #CustomerSupport #CX
#CustomerSatisfaction #CSat
#EmployeeManagement
Open Access BPO Yesterday
Open Access BPO is taking a big step towards a healthier workplace with a new program designed to help employees build lasting, healthy habits.

The multilingual call center's initiative focuses on holistic wellness practices that are perfectly suited for the #BPO environment, including physical fitness, nutrition, and stress management.

See how we're revolutionizing employee wellness: https://buff.ly/dXBijx5

โ€”โ€”โ€”โ€”โ€”โ€”โ€”โ€”โ€”โ€”
The success of our team is our top priority, and that dedication is reflected in the results we deliver for our clients.
We believe that a happy and healthy workforce is the best foundation for a successful partnership.

Looking for an outsourcing partner that's invested in both its people and your brand? Let's talk: https://buff.ly/n3TzYaF

#WeSpeakYourLanguage
#OneForHealth #oabpoSHIFT
#IdeaHubOABPO #EmployeeWellness
#WellbeingAtWork #EmployeeEngagement
Open Access BPO 3 days ago
๐—ข๐—ฝ๐—ฒ๐—ป ๐—”๐—ฐ๐—ฐ๐—ฒ๐˜€๐˜€ ๐—•๐—ฃ๐—ข ๐—ฃ๐—ฟ๐—ถ๐—ผ๐—ฟ๐—ถ๐˜๐—ถ๐˜‡๐—ฒ๐˜€ ๐—˜๐—บ๐—ฝ๐—น๐—ผ๐˜†๐—ฒ๐—ฒ ๐—ช๐—ฒ๐—น๐—น๐—ป๐—ฒ๐˜€๐˜€ ๐˜„๐—ถ๐˜๐—ต ๐—ก๐—ฒ๐˜„ ๐—Ÿ๐—ถ๐—ณ๐—ฒ๐˜€๐˜๐˜†๐—น๐—ฒ ๐— ๐—ผ๐—ฑ๐—ถ๐—ณ๐—ถ๐—ฐ๐—ฎ๐˜๐—ถ๐—ผ๐—ป ๐—œ๐—ป๐—ถ๐˜๐—ถ๐—ฎ๐˜๐—ถ๐˜ƒ๐—ฒ

Multilingual call center ๐Ž๐ฉ๐ž๐ง ๐€๐œ๐œ๐ž๐ฌ๐ฌ ๐๐๐Ž has launched its largest employee wellness program, ๐—ฆ๐—›๐—œ๐—™๐—ง: ๐—”๐—ป ๐—ข๐—”๐—•๐—ฃ๐—ข ๐—Ÿ๐—ถ๐—ณ๐—ฒ๐˜€๐˜๐˜†๐—น๐—ฒ ๐— ๐—ผ๐—ฑ๐—ถ๐—ณ๐—ถ๐—ฐ๐—ฎ๐˜๐—ถ๐—ผ๐—ป ๐—ฃ๐—ฟ๐—ผ๐—ด๐—ฟ๐—ฎ๐—บ.

The three-month program was launched July 30 at the company's Robinsons Summit Center HQ in Makati, with a live stream to its Davao and work-from-home teams. According to Senior Director Nate Martinez, SHIFT focuses on a holistic approach to fitness and nutrition to promote lasting lifestyle changes.

The initiative, which stands for ๐’๐˜‚๐˜€๐˜๐—ฎ๐—ถ๐—ป๐—ฎ๐—ฏ๐—น๐—ฒ ๐‡๐—ฒ๐—ฎ๐—น๐˜๐—ต ๐—ฎ๐—ป๐—ฑ ๐ˆ๐—ป๐˜๐—ฒ๐—ด๐—ฟ๐—ฎ๐˜๐—ฒ๐—ฑ ๐…๐—ถ๐˜๐—ป๐—ฒ๐˜€๐˜€ ๐“๐—ฟ๐—ฎ๐—ป๐˜€๐—ณ๐—ผ๐—ฟ๐—บ๐—ฎ๐˜๐—ถ๐—ผ๐—ป, aims to help employees in the business process outsourcing (BPO) industry build healthier, sustainable habits.

Company Nurse Princess Ann Louisse Pascual provided a detailed overview of the program, emphasizing its goal of long-term wellness rather than just short-term fitness goals. Nurse Supervisor Shania Semper also highlighted the importance of health and wellness within the BPO industry.

The company anticipates this investment in wellness will lead to a more productive, engaged, and healthier workforce.

This initiative is a testament to the company's commitment to building a supportive, people-first culture, with the goal of fostering improved employee well-being, morale, and overall performance.

#WeSpeakYourLanguage
#OneForHealth #WorkLifeBalance
#MentalHealthMatters #IdeaHubOABPO
#EmployeeWellness #WellbeingAtWork
Open Access BPO 3 days ago
Excellent #CustomerService is built on #EmployeeSatisfaction.

And to improve the #CallCenter agent experience, you must give your #CX reps a reason to be proudโ€”
โ€ข of their work, and
โ€ข of the company that trusts them to do it.

๐—ฆ๐—ถ๐—บ๐—ฝ๐—น๐˜† ๐—ฝ๐˜‚๐˜, ๐—ถ๐˜'๐˜€ ๐—ฎ๐—น๐—น ๐—ฎ๐—ฏ๐—ผ๐˜‚๐˜ ๐˜๐—ฎ๐—ธ๐—ถ๐—ป๐—ด ๐—ฐ๐—ฎ๐—ฟ๐—ฒ ๐—ผ๐—ณ ๐˜†๐—ผ๐˜‚๐—ฟ ๐—ฒ๐—บ๐—ฝ๐—น๐—ผ๐˜†๐—ฒ๐—ฒ๐˜€.
Here are some reasons why you should improve the #EmployeeExperience:
https://buff.ly/GVukltY

โ€”โ€”โ€”โ€”โ€”โ€”โ€”โ€”โ€”โ€”
Great #CustomerSupport starts with a great team.
Learn how our services can help you create an exceptional agent experience, and in turn, a better experience for your customers.

Get access to empowered customer service experts to frontline your programs: https://buff.ly/n3TzYaF

#WeSpeakYourLanguage
#CustomerExperience #CallCenterAgent
#CallCenterAgentExperience #AgentSatisfaction
#EmployeeManagement #EmployeeEngagement
Open Access BPO 13 days ago
Driving excellent #CustomerExperience hinges on the diverse perspectives within your team.

Cultivating a culturally competent environment not only enriches your workforce but directly translates to superior service for a global customer base.

Join us as we discuss how #diversity elevates #CX!
Dive deeper into our insights and share your thoughts: https://buff.ly/fqcGUQK

โ€”โ€”โ€”โ€”โ€”โ€”โ€”โ€”โ€”โ€”
Partner with a team that values and leverages diversity for outstanding results.

Contact us today to discuss your outsourcing needs: https://buff.ly/fNfWbTE

#WeSpeakYourLanguage
#CulturalDiversity #EmployeeManagement
#DiversityManagement #CustomerSuccess
Open Access BPO 13 days ago
Getting a bad performance review can be tough, but it doesn't have to be the end of the world.

In fact, it can be an opportunity to learn and grow, and to come back stronger than ever.

๐†๐ž๐ญ๐ญ๐ข๐ง๐  ๐š ๐›๐š๐ ๐ฉ๐ž๐ซ๐Ÿ๐จ๐ซ๐ฆ๐š๐ง๐œ๐ž ๐ซ๐ž๐ฏ๐ข๐ž๐ฐ ๐œ๐š๐ง ๐›๐ž ๐ญ๐จ๐ฎ๐ ๐ก, ๐›๐ฎ๐ญ ๐ข๐ญ ๐๐จ๐ž๐ฌ๐ง'๐ญ ๐ก๐š๐ฏ๐ž ๐ญ๐จ ๐›๐ž ๐ญ๐ก๐ž ๐ž๐ง๐ ๐จ๐Ÿ ๐ญ๐ก๐ž ๐ฐ๐จ๐ซ๐ฅ๐.

๐ˆ๐ง ๐Ÿ๐š๐œ๐ญ, ๐ข๐ญ ๐œ๐š๐ง ๐›๐ž ๐š๐ง ๐จ๐ฉ๐ฉ๐จ๐ซ๐ญ๐ฎ๐ง๐ข๐ญ๐ฒ ๐ญ๐จ ๐ฅ๐ž๐š๐ซ๐ง ๐š๐ง๐ ๐ ๐ซ๐จ๐ฐ, ๐š๐ง๐ ๐ญ๐จ ๐œ๐จ๐ฆ๐ž ๐›๐š๐œ๐ค ๐ฌ๐ญ๐ซ๐จ๐ง๐ ๐ž๐ซ ๐ญ๐ก๐š๐ง ๐ž๐ฏ๐ž๐ซ.

Read our blog post right now: https://buff.ly/hiAUi78
And let's explore:
โ€ข the importance of recovering from a bad performance review;
โ€ข the causes of performance failures; and
โ€ข how to determine the best course of action to address these challenges

โ€”โ€”โ€”โ€”โ€”โ€”โ€”โ€”โ€”โ€”
Find out how Open Access BPO's 24/7 multichannel services (in 30+ languages) can upgrade your #CX, strengthen brand loyalty, and drive business growth: https://buff.ly/cltoadZ

#WeSpeakYourLanguage
#CustomerSupport #CustomerService
#CustomerExperience #CSat