Agent turnover

Retirado do site da ICMI - Queuetips:

According to the 2008 ICMI Contact Center operations report, the most common reasons for agent attrition cited by respondents are:
1) Better opportunities outside the organization
2) Better opportunities inside the organization
3) Repetitive work
4) Low pay
5) Dislike handling complaints and problems

The best call centers counter attrition by creating compelling career paths and skill-paths within the center, thus rewarding valuable staff for learning new skills and taking on more responsibility, which not only enhances engagement but customer satisfaction as well.
To keep agents from burning out while handling repetitive customer contacts, top centers empower agents to work on task forces and teams that involve intriguing off-line work.
Examples include having agents help out with coaching/mentoring; having them serve on a Morale Team or help out with rewards/recognition ideas, and enabling them to participate in important meetings with other departments.
The best way to find out what will keep agents in your call center and engaged is to ASK them -- via meetings, employee engagement/satisfaction surveys, and, less proactively, exit interviews.

Greg Levin, 22/06/2009