What factors impact turnover for call center agents?

Q. We are experiencing turnover levels of nearly 300% and we’re at our wits end about what to do. We’re attempting to start by identifying what factors lead to turnover with call center agents. Can you advise on factors that lead to turnover in call centers?

Myra’s answer to What factors impact turnover for call center agents?

According to Brad Cleveland of the Incoming Calls Institute, there are twelve  typical causes of call center turnover, including:

  1. Pace of effort required
  2. Sense of powerlessness or lack of control
  3. Frustration of not being allowed to do a good job
  4. Repetition
  5. Daily physical confinement (tied to their desk)
  6. Over-regimentation
  7. The feeling of being spied on
  8. The feeling of not being appreciated by others in the organization
  9. Handling complaints and problems all day
  10. Odd work hours
  11. Pay
  12. Better opportunities elsewhe

I love to answer your questions. Email your questions to me at info@myragolden.com.

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myragolden

Myra Golden is an author, trainer and keynote speaker who has been helping companies for over twenty years to improve the customer experience through her customer service training workshops. Myra has a master’s degree in human relations and a bachelor’s degree in psychology, helping her to understand the challenges of developing the best customer experience as it relates to the psychology of the employees. Myra has helped Verizon Business, McDonald’s, Coca-Cola, Michelin Tires, Frito-Lay, Vera Bradley and many others improve the customer experience through her training. She was named one of the Top 10 Customer Service Bloggers by Huffington Post and she is the co-author of Beyond WOW!

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