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 2 days ago
Of course, #CallCenter leaders want only the best talents for their teams, but the best talents are also looking for the best experiences from their prospective workplaces.

High performers would consider these factors as they choose the right #ContactCenter to work for: https://buff.ly/3TQnokB

-----------
Get only a diligent , highly-skilled team working on your brand's #CX when you outsource with us: https://buff.ly/3vXYK9z

#WeSpeakYourLanguage
#outsourcing #CallCenters
#CustomerSupport #recruitment
#EmployeeManagement
Open Access BPO 2 days ago
#CallCenter agents thrive with strong leadership. Great team leaders provide direction and motivation, which fuels agent success and exceptional #CustomerExperience.

But what holds leaders back?

Here are the pitfalls that can sabotage your leadership (and get expert tips to become an exceptional leader!) https://buff.ly/3vO1Blo.

----------
Upgrade to a better #CustomerSupport.

Contact Open Access BPO today to build your dream #CX program with our expert team and visionary leaders: https://buff.ly/3JeSHRe

#WeSpeakYourLanguage
#CallCenterLeadership #CallCenterManager
#ContactCenterLeader #CallCenterSuccess
#EmployeeEngagement #TeamLeadership
Open Access BPO 5 days ago
๐—ช๐—ต๐—ฒ๐—ป ๐—ฐ๐—ต๐—ผ๐—ผ๐˜€๐—ถ๐—ป๐—ด ๐—ฎ #๐—–๐—ฎ๐—น๐—น๐—–๐—ฒ๐—ป๐˜๐—ฒ๐—ฟ ๐˜๐—ผ ๐—ฝ๐—ฎ๐—ฟ๐˜๐—ป๐—ฒ๐—ฟ ๐˜„๐—ถ๐˜๐—ต, ๐—ณ๐—ถ๐—ป๐—ฑ ๐—ผ๐˜‚๐˜ ๐—ท๐˜‚๐˜€๐˜ ๐—ต๐—ผ๐˜„ ๐—ฎ๐—ด๐—ถ๐—น๐—ฒ ๐˜†๐—ผ๐˜‚๐—ฟ ๐—ฝ๐—ฟ๐—ผ๐˜€๐—ฝ๐—ฒ๐—ฐ๐˜๐˜€ ๐—ฎ๐—ฟ๐—ฒ.

See how they've adapted in rapidly evolving situations, find out how they will help your brand thrive even in the most volatile of circumstances.

๐—”๐—ด๐—ถ๐—น๐—ถ๐˜๐˜† ๐—ถ๐˜€ ๐—ฎ ๐—ฟ๐—ฒ๐˜€๐˜‚๐—น๐˜ ๐—ผ๐—ณ ๐—ฎ ๐˜€๐—ฒ๐—ฟ๐—ถ๐—ฒ๐˜€ ๐—ผ๐—ณ ๐—ด๐—ผ๐—ผ๐—ฑ ๐—ฏ๐˜‚๐˜€๐—ถ๐—ป๐—ฒ๐˜€๐˜€ ๐—ฝ๐—ฟ๐—ฎ๐—ฐ๐˜๐—ถ๐—ฐ๐—ฒ๐˜€ ๐—ฑ๐—ผ๐—ป๐—ฒ ๐—ฐ๐—ผ๐—ป๐˜€๐—ถ๐˜€๐˜๐—ฒ๐—ป๐˜๐—น๐˜† ๐—ฎ๐—ป๐—ฑ ๐˜๐—ต๐—ผ๐—ฟ๐—ผ๐˜‚๐—ด๐—ต๐—น๐˜†.

Here are 5 things only agile #CustomerSupport firms do differently: https://buff.ly/3vHpLOC

----------
We hyper-customizes our programs for every partner, industry, and market.

Contact us today so we can start planning your program, processes, and tea: https://buff.ly/3U9wASv

#WeSpeakYourLanguage
Open Access BPO 5 days ago
Each generation has its unique expectations and preferences from the brands that cater to them.

๐ƒ๐ข๐ฌ๐œ๐จ๐ฏ๐ž๐ซ ๐ก๐จ๐ฐ #๐‚๐ฎ๐ฌ๐ญ๐จ๐ฆ๐ž๐ซ๐„๐ฑ๐ฉ๐ž๐ซ๐ข๐ž๐ง๐œ๐ž ๐ฏ๐š๐ซ๐ข๐ž๐ฌ ๐š๐œ๐ซ๐จ๐ฌ๐ฌ ๐ ๐ž๐ง๐ž๐ซ๐š๐ญ๐ข๐จ๐ง๐ฌ ๐š๐ง๐ ๐ฅ๐ž๐š๐ซ๐ง ๐ก๐จ๐ฐ ๐ฒ๐จ๐ฎ ๐œ๐š๐ง ๐ฌ๐š๐ญ๐ข๐ฌ๐Ÿ๐ฒ ๐ž๐š๐œ๐ก: https://buff.ly/4aJA4k6

----------
Expand your reach and cater to diverse markets with our 24/7 multilingual services: https://buff.ly/3PVqnH7

#WeSpeakYourLanguage #CX
#CustomerSatisfaction #CSat
#CustomerService #CustomerSupport
Open Access BPO 9 days ago
Open Access BPO CEO Benjamin Davidowitz recently organized an Easter community initiative in Poblacion, a district within Makati City, Philippines.

The event is part of his annual tradition, which aims to provide nutritious meals to those in need while bringing smiles to children through balloon giveaways.

This year commemorates the 7th consecutive year of the initiative, facilitated with the support of volunteers from Open Access BPO, who assisted in distributing 1,000 meals and 700 balloons.

Read the full article to learn more about this heartwarming initiative:
https://buff.ly/3vCzhm6

#WeSpeakYourLanguage
#OABPOcares #CorpSocialResp
Open Access BPO 16 days ago
Customers are more likely to stay loyal to brands that build meaningful ties with them. This entails conversational interactions.

If your agents are still not adopting a humanized tone, you need to update your #CustomerService strategy: https://buff.ly/4a5p4NU

----------
Supercharge #CustomerExperience with our skilled teams, hyper-customized ops strategies, training programs, and optimized tech tools: https://buff.ly/3IVyWhl

#WeSpeakYourLanguage
#CustomerSupport #CX
#CSat #CustomerSatisfaction
Open Access BPO